Financial Services Company Improves Customer Focus Through Change Management
Type : Success Stories
Industry : Banking and Finance
A FORTUNE®50 financial services company restructured its technology information group, a large division, to improve customer focus. Clarity provided a change management consultant with experience in the financial services industry.
Clarity Helps Financial Services Company Manage Change
The division had been restructured twice during the previous five years, so a change management expert was needed to ensure buy-in from all the employees. Clarity provided a change management consultant with experience in the financial services industry.
Clarity’s consultant designed four onsite sessions for 50 middle managers in Minneapolis, Des Moines, Phoenix, and San Francisco. The four-hour sessions included in-person attendees as well as managers participating by telephone and videoconference. The consultant also facilitated 15 real-time distance learning sessions (over the telephone and Internet) with approximately 350 employees to explain the changes and help mitigate reactions.
Because of the division’s history of restructuring, each session included a high-ranking company executive to champion the changes and explain their rationale.
The project was a success and the consultant was subsequently asked back to work on another project.
Clarity enabled the client to:
• Complete the restructuring of the group with minimal disruption.
• Obtain employee buy-in for the division restructuring.