Case Studies
Scroll down to find case studies related to your particular product(s) of
interest.
Creating a Customer-Driven Culture Using Project Teams in the Insurance
Industry 
Diagnostic Tools Used: Organisational Culture
Inventory & Life Styles Inventory
Overview
A large multi-national insurance organisation identified the need to move into
the expanding retirement savings market. This decision was forced by the
presence of a mature and declining share in the bonds and premium sector,
introduction of government charges, and entry of new competitors. The challenge
was to initiate and create the shift towards a more customer-focused and
quality driven culture that rewards quality, innovation and continuous
improvement in a motivating environment.
Moving
Toward Franchising in the Retail Industry: Building a Strong Sales Culture
Diagnostic Tools Used: Organisational Culture
Inventory & Life Styles Inventory
Overview
The organisation wanted to transform its retail division into a highly
responsive and customer driven operation and at the same time achieve stretch
sales goals. Figure 1 shows a strong Conventional and Perfectionistic
“bow tie.” This combination is quite common in retail
organisations. Staff are expected to follow the rules and policies of the
organisation perfectly. Such strong extensions create poor customer
satisfaction because staff are expected to obsessively follow the rules of the
organisation rather than achieve an outcome for the client.
Culture
Change Results in Dramatic Improvement for Local Government Entity
Diagnostic Tool Used: Organisational Culture
Inventory
Overview
The organisation was in a state of flux due to a number of changes including
CCT (Compulsory Tendering), and the challenge of moving from a public service
approach to a more commercially orientated and customer service focus. Large
scale redundancies were also causing stress and tension in the workforce and
workplace.
Developing
a Sales Culture in Retail Banking
Diagnostic Tool Used: Organisational Culture
Inventory
Overview
Few industries have experienced the rapidity of change as that imposed upon the
Retail Banking Industry in the 1990’s. With economic conditions putting
severe pressure on interest margins, banks have had to look for a totally
different way of running their businesses. This comes at a time of increasing
costs, and in a market where the consumer has become much more aware of the
products, costs and values being provided.
Finance
Industry—Leadership Development
Diagnostic Tool Used: Life Styles Inventory
Overview
The commercial property bust of the 1990s sent shock waves through many
industries and, in particular, the finance industry. One of its victims is the
focus of this case study. The following outlines the interventions taken by one
of Australia’s oldest finance companies to “turn around” its
worst financial result in its history. The measures taken by this organisation
to pull itself back from the brink of financial disaster to being today in a
solid financial position posting record profits are presented. This case study
will particularly focus on the behavioral interventions taken to renew this
organisation’s culture, including the use of the Life Styles Inventory in
leadership development.
Olympic
Gold - Achievement or Competitive?
Diagnostic Tool Used: Life Styles Inventory
Overview
Australian Olympic gold medallist swimmer John Konrads believes the difference
between a gold and bronze medal is all in the way you think. Rome Olympics
1960.
A
Cross Cultural Perspective
Diagnostic Tool Used: Life Styles Inventory
Overview
Since 1994, the client company, a government-owned telecommunications entity in
East Africa, has been pursuing a Telecommunications Rehabilitation Program
(TRP). The process was two-fold; it included both leadership development as
well as strategies focused on improving infrastructure, systems, and HR
practices. This application of LSI is a testament to the survey’s
cross-cultural validity, as managers in East Africa created LSI Ideal profiles
similar to those created by managers in Anglo countries. Moreover, as the
managers current profiles moved towards their ideals, positive outcomes related
to enhanced performance and reduced customer complaints resulted.
How
Organisations Work: Improving Customer Service by Changing Culture
Diagnostic Tools Used: Organisational Culture
Inventory & Customer Service Styles
Survey
Overview
The impact of culture on customer service is demonstrated by this case
study, which focuses on the Production Engineering department of one of the
world’s largest technological organisations. Specifically, it illustrates
how the Organisational Culture Inventory (OCI) and Customer Service Styles
Survey (CSSS) can be used to motivate, guide, and monitor change. It also
demonstrates how the causal factors in the “How Culture Works”
model can be
used to change culture and the quality of customer service. Lastly, the
study highlights some key issues that managers, consultants, and other
change agents should consider when planning a culture or customer service
assessment.
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