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Changing The Company Culture

OPPORTUNITY FOR CHANGE:

Our client, a hospital, asked us to help with creating a Workplace Culture that matched their customer-centric mission and values. Our clients said, “Something is wrong. We need help creating an atmosphere we all can be proud of.” Our client wanted to attract, retain, and build a high-quality, service-oriented team. The client also wanted to learn how to repair what seemed to be a broken infrastructure within the organization.

OUR GOAL:

We wanted to make sure our work was not invasive and that we allowed all the hospital’s employees to carry out their responsibilities without feeling like we were intruding on their day-to-day operations. We were committed to making sure every plan we recommended, and ultimately put in place, was cost effective and increased their profitability. We were also committed to identifying “no cost” methods that would make immediate and lasting change.

RECOMMENDATIONS:

J. PR would manage, direct, and complete our six-part assessment and analysis process. This assessment would address each area of the company and reveals opportunities for change, and required systematic action. This process would provide a snapshot of the company, offer a clearer view of their current state, and provide a clear path of direction to achieve the desired results.

SOLUTIONS and RESULTS:

  • We conducted our six-part assessment and analysis process for the entire business, which helped us realize and uncover missed opportunities and allowed us to develop a strategic plan of action.
  • We accurately evaluated and assessed each position in the organization for clarity and necessity, which helped us identify and remove service and skill gaps.
  • We immediately increased revenue by 29% by identifying missed service opportunities.
  • We identified the tangible and intangible skill sets required for current and future work roles within the company.
  • We developed a comprehensive Talent Acquisition Plan.
  • We modified and implemented a new On-Boarding process for all new hires.
  • We established Retraining Procedures for current employees.
  • We increased, trained, developed, and diversified the Leadership Team, which enhanced the team’s collective knowledge.
  • We modified the Client Services plans, which included enhanced, measurable, prompt, and accurate customer satisfaction.
  • We enhanced the technology stations, which improved the documentation of one-on-one customer/patient service conversations and protocols.
  • We re-engaged team members and developed Performance Management initiatives, which included clear performance standards and outcomes that focused on the Customer-Centered Mission.
  • We provided an extensive recommendations report, which solidified a reasonable plan of action for future changes and expected outcomes.
  • We developed a 3 to 5 year plan for the company’s future growth.


Staffing and Talent Acquisition

OPPORTUNITY FOR CHANGE:

Our clients needed to hire a specialty leader to ensure meaningful growth, team development, and leadership guidance. They were so frustrated with the search process that they were prepared to overspend and make a candidate an offer that required relocation and an elevated salary. We understand that the Talent Acquisition Process can feel overwhelming, particularly when you are seeking a specific, uncommon skill set. We had a clear understanding and keen knowledge of the talent pool available to our client.

OUR GOAL:

Our goal was to make sure our clients secured the right Leader for the position, without having to endure the burden of unnecessary high-cost expenditures. We also knew that this client would need to hire additional staff, so strategic saving and spending methods would create more opportunity for additional hiring.

RECOMMENDATIONS:

JPR would customize a concrete Talent Acquisition Plan (TAP), which would allow us to begin a focused search specific to our clients’ needs. This 4–step TAP was designed to insulate our clients from the time-consuming challenges associated with this kind of search process, while allowing for the clients’ preferred level of involvement in the process.

SOLUTIONS and RESULTS:

  • We consulted with the clients to ease frustration and to help identify what skill set the company really needed and preferred versus what the clients thought was needed.
  • We were able to help the clients see and understand the importance of pulling back from the clearly stressful search. This allowed our clients to focus on the day-to-day business needs.
  • We followed the customized talent acquisition plan we designed for the clients and identified a remarkable candidate who resided in the same metro area where the company was located. Twelve days later, the company made a reasonable offer, and the candidate was hired.
  • We saved the organization more than $45,000 in relocation and compensation expenses, along with several weeks of valuable time.


Conflict Resolution/Mediation

OPPORTUNITY FOR CHANGE:

Our client had a significant conflict brewing between three of her top leaders in the office. The situation lasted several months, and it seemed too difficult to resolve. Our client was considering termination. This termination would have had a significant impact on the. We understood that these three leaders needed to work together, if possible, in order to resolve the concerns. We also understood the challenges associated with confrontation.

OUR GOAL:

One of our goals was to ease the tensions in the client’s workplace, which was a direct result of the conflict that had been simmering for a while. It was important to create an atmosphere of willingness for all parties involved.

RECOMMENDATIONS:

Allow JPR to mediate and facilitate conversations with all necessary parties to gauge the impact, support, and willingness to participate in the collaborative discussion process.

SOLUTIONS and RESULTS:

  • We helped to create an engaging atmosphere in which the lasting conflict could be resolved.
  • We made sure the Conflict Resolution meeting took place off-site, at one of our locations (near our client’s location), to ensure confidentially during the resolution process.
  • The three employees joined us at our mediation offices, where we devised a plan for each of them, which allowed them to be heard in a way that was significant and supportive to the professional well-being of each party.
  • We customized a Mediation Plan that would be minimally invasive for our client.
  • JPR conducted individual meetings with each party, using the mediation plan we customized for this client.
  • The customized mediation plan eventually paved the way for the three leaders to meet jointly to discuss their concerns in a respectful way.
  • By creating space and time for strategic, supportive communication, the conflict was resolved.
  • All parties began performing at higher levels, and customer satisfaction surveys improved greatly.
  • We were also able to assist the client as the company worked to build an intentional culture of both internal and external.


Mergers and Acquisitions

OPPORTUNITY FOR CHANGE:

Our clients contacted us because they were interested in merging two distinct Corporate Cultures. Two companies had decided to become one in a merger/acquisition. The organizations had very different cultures even though their products and services had some similarities. The merger affected both organizations differently, but in both cases, the impact was significant. It required change in every area. The success of this financial services organization’s Corporate Culture initiative would require strong leadership and insightful guidance.

OUR GOAL:

Involving both sides of the organization from the beginning, we set out to create an environment of healthy respect as we developed a plan for information and knowledge sharing. This message of “oneness” and the company’s cultural transformation both needed to start at the most senior levels of the new organization so the leaders could successfully communicate the right messages to the teams they supported.

RECOMMENDATIONS:

Allow J. PR to develop a Customized Assessment and Analysis process for both sides of the organization to address the primary concerns of the leadership teams and the team members they supported. Their primary concerns were:

  • Position elimination
  • Relocation
  • Leadership reassignment
  • CEO and President placement or replacement
  • New and accurate job descriptions
  • Clarity of roles in crossover situations
  • Reporting relationships
  • Multi-state management success
  • Organizational Trust
  • Internal Competition
  • Intentional Collaboration
  • Media Communication
  • Managing the company rumor mill


SOLUTIONS and RESULTS:

  • We helped our client build a new organization that was supported by resolving the above concerns in an agreeable manner.
  • We helped this new organization discover and develop its Mission, Vision, and Core Values.
  • We helped the new organization develop a culture that fostered and welcomed creative ideas, out-of-the box thinking, question-and-answer sessions, and other engaging activities.
  • Once the atmosphere began to adjust, it allowed the leadership team to begin leading with a new purpose that directly related to the new Mission, Vision, and Values.
  • We helped to establish a level of accountability for the entire organization so that long-term, impactful goals could be articulated and acted upon.
  • We also helped to establish standards by which all team members would be evaluate, hired, trained, and developed.
  • We provided long-range and short-term goals for overall company success and continued growth.
  • We clearly mapped out the timelines for change, including the potential consequences for slow-moving change.
  • We helped to establish appropriate methods and guidelines for specific cash flow concerns and future recommendations.
  • Our Assessment provided suggestions for future real estate changes for our client’s local and nation offices to ensure the stabilization of quality customer service delivery.
  • We worked with their Human Resources and leadership teams to address and improve internal customer apprehensions.


Training Workshops

OPPORTUNITY FOR CHANGE:

This organization was in the late stages of revamping their overall corporate identity, which led to a series of promotions and job changes. The long-term Mid-Level Leadership Team (Directors, Managers and Supervisors) needed additional support as they continued to work out the changes associated with the new corporate identity. Our client needed a customized leadership workshop for their mid-level management teams. They requested this workshop include specific Leadership Development steps from our New Level Leadership Development Program.

OUR GOAL:

We wanted to help the leaders identify their strengths and the challenges they faced. We also wanted to give them the tools they needed to appropriately address their concerns by creating an atmosphere of supportive dialogue while resolving potential conflict. Our training would support internal promotions, succession planning, and overall performance enhancement.

RECOMMENDATIONS:

Allow J. PR to conduct a Customized Leadership Assessment, focusing on the specific skill set of each leader, so we could determine a good starting point for customizing a Training and Development Workshop. J. PR would then create and conduct the workshop.

SOLUTION and RESULTS:

  • We customized and developed a two-part training workshop for our client’s mid-level leaders, which included directors, managers and supervisors.
  • We had advance discussions to ensure that we were developing exactly what the leaders needed to complete what the executive team hoped to accomplish.
  • We also equipped theses leaders to begin engaging in discussion with their teams to help them better understand and support the organizational identity change that was taking place.
  • We established an effective succession plan that would prepare emerging leaders for success.
  • This customized workshop and success plan helped to create and build individual leadership confidence, which eliminated the existing “leadership cloning” issue.
  • We also helped these leaders to develop and clearly articulate who they were as leaders and how their leadership methods benefited the organization and their teams.


Career Coaching

OPPORTUNITY FOR CHANGE:

Our client was seeking guidance that would support her in achieving her career goals and help her to establish a plan for her professional success and growth. She was preparing for a career transition. It had been more than 10 years since she looked for a new position, and she was a bit apprehensive about beginning a new career search. She was seeking expert support with the search process. Our client was convinced that she needed a mid-level leadership role that was at a similar in title and responsibility to her previous role.

OUR GOAL:

We were committed to customizing a career search plan that would offer our client the best possible support in dealing with the anxiety of the new career search and maximizing her potential for immediate career growth.

RECOMMENDATIONS:

We offered our 30-something client an opportunity to enroll in our One-on-One Career Coaching Program, which provided her with the needed support to address all eight components of the search process.

SOLUTION and RESULTS:

  • It was important to listen generously to our client. We were able to hear and see her true greatness and quickly understood that she was very talented, more talented than she knew.
  • We evaluated her resume and other credentials and made the necessary modifications to support her career goals.
  • Our client eventually allowed us to push her beyond her self-imposed limits through the customized Executive Development Plan (EDP) we created for her.
  • We helped her revamp her professional wardrobe and professional style to achieve a more contemporary look.
  • We provided her with networking guidelines that would allow her to easily and comfortably be seen and remembered.
  • We coached her through every type of interview, including telephone screens and on-site interviews.
  • We equipped our client with solid negotiation techniques to ensure she would receive a total compensation package that closely reflected her skills and expertise.
  • We also gave her a series of developmental exercises and weekly homework to accelerate the process.
  • After working with us for a few weeks, our client was offered a high-level Director role in her desired field. She continued working with us through our Leadership Development Program. Within nine months, she was promoted to the Vice President of that very same department.
  • Our client received a 50% increase in her salary when she was hired in her new role and an additional 27% increase when she was promoted to Vice President.