Discovering Client Value for a High Tech Corporation
Patricia (Tricia) Lustig
LASA Development UK Ltd.
Cirencester, United Kingdom
2003, Jun 6
Annotation: Organisation:
High-tech multi-national organisation selling hardware and software solutions to its clients.
Who:
A group of senior managers who were part of a high potential Executive Development programme, had the idea that replicating existing excellent behaviour within the organisation would raise the share value (the company was planning to float its shares on the stock market in the near future)
What Happened:
They had heard of the Appreciative Inquiry method and contacted us, asking us to design a workshop using this method to help them discover what people valued about the company’s way of working. They called it ‘Valuing and Replicating Strengths’.
We designed a workshop, which included clients, partners and suppliers. Together we explored what people liked about the way the organisation worked with them and specifically what their clients and suppliers valued about them. This was then taken further and the group created a collective future based upon the stories that had been shared.
Outcome:
The team’s recommendations to the Executive Management Committee were accepted. They identified a number of processes to be ‘Valued, Shared and Replicated’. They shared the stories that they discovered through the workshop worldwide within the organisation in order to share the learning (using the company Intranet). A new Excellence Award was instituted which clients/suppliers/partners could nominate people for and some of the stories were shared with potential clients and written up as case studies on their company intra-net. They had a section on the company’s intranet where people could swap ideas on improving the effectiveness of the business.
The team found the process invigorating, energising and productive and the Executive Management committee 'gave it their full endorsement and support.'
Online Resources:
LASA Development UK Ltd.
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