Culture Change Case Study: Telco Industry

Overview

A leading Australian telecommunications organisation partnered with Maximus to implement a project which would change the way they operated as a business.

Client objectives

To create a culture which supports the consistent delivery of excellent customer service, organisation-wide, and to move away from a differentiation model based on price, to one based on value and service.

 

The solution

To ensure this change was embedded thoroughout the entire organisation, Maximus partnered with key client stakeholders to integrate systems, processes, people and environment issues into the solution.

A tailored solution, focused on service excellence, was designed and implemented over a nine-month period.

Components included:

  • The establishment of an interactive forum where employees and managers were able to discuss the current approach to client engagement and the changes required
  • The improvement of every individual’s understanding of the current versus the desired culture through collaborative vision building
  • A gain in commitment from all employees to embrace the new service excellence culture
  • The education of managers and individuals around the skills required for service excellence via a series of tiered programs and support resources
  • An evaluation of outcomes.

 

Outcomes to date 

  • Improved communication across entire business regarding change and the individual's role in embedding the culture change
  • A more consistent approach to customer service across entire organisation and less reliance on price differentiation
  • Marked improvement in customer service levels, which played a key role in the client retaining a contract worth more than $11 million a month.

      Feedback from key business stakeholders

      From day one, the Maximus team demonstrated a sound understanding of our business, and extensive experience in applying valuable theoretical frameworks to the real world. Their expertise and insight enabled us to move from a place of inconsistent service delivery to higher returns through excellent service. Maximus has partnered with us to create a change solution that has increased our peoples’ proficiency across the board and I am convinced that Maximus continues to be committed to our success.