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UNIVERSAL CONSENSUS CASE STUDY AT A GLANCE                      Global Customer Service and Change Management             ...
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Global Customer Service & Change Management Case Study

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Roche, one of the world’s largest pharmaceutical companies, retained Universal Consensus to help them improve performance in global customer service and global change management. http://www.universalconsensus.com/

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Transcript of "Global Customer Service & Change Management Case Study"

  1. 1. UNIVERSAL CONSENSUS CASE STUDY AT A GLANCE Global Customer Service and Change Management www.UniversalConsensus.comBUSINESS OVERVIEWRoche is a Swiss global healthcare company that operates worldwide and has over 80,000employees. Roche discovers, develops and provides innovative diagnostic and therapeuticproducts and services that deliver significant benefits to patients and healthcare professionals.CHALLENGERoche identified its key challenges within HR and Global Mobility as offering consistentcustomer service to internal customers based on a strong service ethos as well as challenges inglobal change management. Roche’s global HR functions services executives, line managers,and other employees across a multitude of markets making global skills imperative.SOLUTIONThe Universal Consensus BMIA™ Assessment was performed utilizing the six comprehensionlenses of the model to determine the main gaps in Roche’s global operations. Using theassessment stage findings Universal Consensus in conjunction with Roche was able to identifythe key areas where improvements had to be made. During a highly collaborative 1-dayworkshop on site in Basel, Switzerland, the Universal Consensus team worked with RocheGlobal Mobility team and other HR functions to tackle the identified challenges. After theworkshop the participants’ skills in global customer service and change management weresignificantly improved and there was a better global consensus around the challenges and howthe team could solve these challenges together.“Universal Consensus provided inspirational and engaging leadership in facilitating a changemanagement and customer focus empowerment session with our global HR team. By sharing anexcellent balance of best practice and cultural contexts, coupled with actual strategies forpractical applications and through interactive break outs, every team member concluded that aday with Universal Consensus opened doors to creative thinking and left us with a new concepton the power of possibility. We look forward to continuing to work with Universal Consensus toproduce great transformative results.” - Tricia Stewart, Head of Global Mobility, RocheInternational, Switzerland For More Information: +1 760 696-0151 info@UniversalConsensus.com

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