Transcript of "Organization Development and Culture Change Solutions from InspireOne"
Our Global Partnerships
Global Pioneer in
Leadership Assessment &
World renowned expert in
Sales Development and
Sales Force Acquisition &
Evaluation for leading
Global leader in
Enhancement with over 40
years of experience
InspireOne enables organizations improve business performance by developing
their most valuable asset - their people.
Organization member of the Association for Coaching
Framework for Building Sustainable Organizational Capability and Effectiveness
TMI’s 5 Box Model of Organizational Change
Robust OD interventions go to the core of the business strategy
Builds a differentiated proposition, emotional connection and tangible business results
Should integrate and align the change across all elements that impact the culture of the organization
These elements are indicated in TMI’s 5 box model below
Organization Development Solutions
Building a Customer Centric Culture- An Organization Development solution
that ensures Customer Centricity becomes a pervasive value across the
organization. Putting People First has been a Harvard Business School case-study
and has enabled business transformation of various organizations worldwide.
Branded Customer Service – An Organization Development initiative to ensure
that the culture and service of the organization are in alignment with the brand.
Based on appreciative enquiry approach this solution has helped many
organizations bring their brands to life and therefore leverage the brand for
creating sustainable and distinctive experiences in the minds of customers.
Vision Deployment – An Organization Development intervention to ensure
that the vision and values of the organization are agreed with, aligned and
deployed across the organization.
Employeeship Culture – An initiative that focuses on mobilizing everyone’s
energy towards the success of the organisation. When all employees are deeply
committed to the survival, growth and development of the company, the
company can be said to have an Employeeship culture.
Branded Customer Service™
The brand starts
then moves outward
Branded Customer Service™ helps organizations to
align their culture and service with the brand, thus
enabling them to leverage the brand for creating
sustainable and distinctive experiences in the minds of
Branded Customer Service - Rationale
80% of purchases made are determined by
feeling. So, if a certain brand gives the customers the feeling that they
need, then they would purchase it every time.
Brand Equity and Brand Value are directly
linked to customer loyalty which is impacted by the quality,
uniqueness and consistency of interactions that a customer has with the
The purpose therefore is to leverage the huge investments made in creating
and communicating a brand by investing in inspiring, developing, rewarding
and supporting people who would bring the
Brand to Life.
Our Framework and Roadmap to create sustained Branded Customer Service
Phase 1: Ensuring that the Customer Service staff are able to deliver a Branded Experience.
Phase 2: Creating a strong culture where everyone in the organization has a clear line of sight to the customer.
Phase 3: Aligning all the 5 boxes to the brand and ensuring that brand is pervasive across the organization.
Delivering Branded Customer Service
Attitude & Skills
Attitude & Skills
AINVESTIGATION Operationalising Service Journey
OUTCOME: Understanding Enablers & Disablers in the existing culture
OUTCOME: Analyze the findings and Identify the Desired State
Sample Output of STEP 1 & STEP 2 : Diagnostic Findings across the 5 Boxes
Vision & Direction :
• Be the no. 1, private
player in India
Innovation and Quality
• Build a Productive
• Position as a leader in
providing long term life
• Diversify distribution
channel mix in new
• Own identified
customer segments /
• Deliver a unique
• Activity driven execution
ability – high performance
• Passion ate about org /
• Tactical focus – absence of
compelling vision and
alignment towards 1-2
• Silos (lack of synergy
• Creativity & Innovation
• Managing and driving
• Developmental culture
• Functional knowledge
• Task Management
• People Management
• Financial and Business
• Strategic thinking
• Communication and
• Flexible Structure
• Success of Project
yet to be leveraged
• High Attrition
• System getting geared
to focus on growth
• Skill Building Trainings
• Plan to leverage
• Performance Mgmt.
• Review mechanisms
OUTCOME: Finalization of Solution, Design Development and Customization
Cascading change by engaging Change Champions
OUTCOME: Enabling all the stakeholders in the system to display, live and embed the
desired on-brand behaviours
Integration Tools and Processes to embed and sustain the Desired State
“Without inspiration the best powers of the mind
remain dormant. There is a fuel in us which needs to
be ignited with sparks.”
Johann Gottfried Von Herder
How May We Inspire You?
p: +91 11 412 72700 | e: firstname.lastname@example.org | w: www.inspireone.in
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