This collection of mini case studies highlights successes by companies that have strengthened their leadership, sales and service capabilities.

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At AchieveGlobal we develop those who have to think
in their jobs - to help them unleash their aptitude to do
their jobs better and to rise to more value-added jobs.
Client
Successes
■ EATON CORPORATION ■ CAPITAL LIGHTING & SUPPLY
Industry: Industry:
Energy/Power Management Manufacturing/Distribution
Strategy: Strategy:
Develop a cohesive, shared training and After a series of acquisitions, create a united
development strategy for frontline supervisors culture and grow profit margins.
and managers on a global basis to improve their
impact on business operations. Implementation:
All key stakeholders become involved in an
Implementation: intensive program to develop key leadership
Instructor-led and elearning courseware and sales skills.
from AchieveGlobal, including: Principles
and Qualities of Genuine Leadership®; Training Population:
The Hallmarks of Supervisory Success™; Branch managers, salespeople, and frontline
Building Team Pride and Purpose™; Giving delivery personnel.
Recognition™; and, Providing Constructive
Feedback™. Complement and reinforce Results:
learning utilizing conversation-starter tools 1.5% margin increase in gross margin, which
to bring learning into direct application. senior leaders attribute to the AchieveGlobal
programs.
Results:
Training and development consistency across
the enterprise and preliminary increases in “We’re enjoying a 1.5 percent increase in in-stock product
performance ratings. gross margin, directly attributable to the AchieveGlobal
programs. We are a $225 million company with in-stock
“By helping them construct tactical ways to practice those sales representing 65 percent of our business. That’s
skills on the job, they’re better able to bring real impact to a $2 million to $2.25 million gross margin increase.
the business.” This is huge.”
- Director, Leadership Development, - VP of Corporate Development,
Eaton Capital Lighting and Supply

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■ SEKO WORLDWIDE ■ M/I HOMES
Industry: Industry:
Logistics, Shipping, and Distribution Retail/New Home Sales & Construction
Strategy: Strategy:
Transform the selling effort of strategic Create a customer-focused culture that builds
distribution partners from transactional a network of customers ready to recommend
to consultative, thereby increasing revenue. M/I Homes.
Implementation: Implementation:
Sales partners participate in Professional Organization-wide strategic, 20-minute,
Selling Skills® and Professional Sales Coaching™, interactive customer service skill development
followed by field coaching and other programs. and reinforcement messages.
Training Population: Training Population:
All Sales Distribution Partners All employees; management, frontline employees,
and support functions.
Results:
Company growth and improved employee Results:
retention. 6% increase in willingness-to-recommend scores;
83% of employees report using the new skills on
“AchieveGlobal helped us get everyone in the organiza- the job.
tion aligned together – meaning moving our strategic
“We targeted every person in the company for this train-
partners from a transaction-based business into one
ing to enhance our ability to deliver stellar customer serv-
selling added value solutions. This meant helping them
ice to both internal and external customers. We included
to better understand the customers’ business challenges
accounting and human resources, sales, the design center,
and then asking the righ kind of questions that drive
construction and customer service.”
the solutions aligned with those challenges.”
- VP of Customer Experience,
- Director, Training and Development, M/I Homes
Seko Worldwide

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Measurable Results
■ GUNDERSEN LUTHERAN ■ BRIGHT HOUSE NETWORKS
Industry: Industry:
Healthcare Telecommunications
Strategy: Strategy:
Improve communication skills between manage- Improve customer satisfaction from its seven
ment and employees to improve employee call centers and gain recognition for results
retention, satisfaction, and engagement. among management. Grow training and
development initiatives throughout the
Implementation: organization, including senior management.
Use AchieveGlobal leadership development
skills program incorporating Principles and Implementation:
Qualities of Genuine Leadership®; Developing Initial delivery of multiple customer service
Others™; Giving Recognition™; and Providing modules to more than seven call centers and
Constructive Feedback™. Deliver to more than managers; segment additional development
250 supervisors, managers, and directors in seven and reinforcement modules and issue
sessions over several months’ time. certificates of completion. Certificates
are highly sought and a measurement
Results: of employee readiness for promotion.
Improved ability to communicate ideas, points,
and needs to others during critical conversations; Results:
significant increase in leadership skill strength; Highest customer satisfaction scores in its
enhanced awareness of Gundersen Lutheran as industry for Southeastern U.S., as measured
a great place to work. by J.D. Power and Associates.
“From a healthcare perspective, we chose to use the “We take a lot of customer service calls and as a result of
AchieveGlobal program as a ‘Best Practice’, much like our the AchieveGlobal training we’ve decreased call handling
evidence-based medicine practices that we use to deliver time, decreased the number of repeat customer calls,
care. Our leadership and managers knew that to be most decreased the number of calls escalated to supervisors
effective they had to be able to get work done through and increased compliments.”
others. Give that, we looked at this program as one that -Director, Learning and Development,
Bright House Networks
would be an enabling force for that.”
- Chief Learning Officer,
Gundersen Lutheran Healthcare

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■ MENASHA PACKAGING ■ UNITED STATES ARMY
COMPANY, LLC RECRUITING COMMAND
(USAREC)
Industry:
Manufacturing Industry:
Military
Strategy:
Bridge the leadership and coaching skills Strategy:
gap between supervisors and direct reports Build a command in which soldiers want
with a goal of improving communications, to serve and be coached and mentored.
job satisfaction and job performance of
both parties. Implementation:
Several initiatives to improve management
Implementation: style of leaders and create an organization
19 two-day, in-class programs conducted at focused on coaching, mentoring, pro-
seven Menasha Packaging facilities, focusing fessional development, and growth. A blended
on its Coaching Others for Top Performance learning approach, touching more than 10,000
and other leadership coursework. Supplemented soldiers and civilian employees, in five phases,
in-class work with extensive reinforcement included distributed self-paced learning, virtual
delivered by HR managers. Measure impact of instructor-led sessions, practical exercises,
training on key job metrics utilizing the Smart online discussion boards, and report-outs.
Sheet, a measurement tool from AchieveGlobal Participants completed surveys to assess
and KnowledgeAdvisors. satisfaction levels with new skills.
Results: Results:
Predicted high job impact and business results, Reviews have been overly positive. Research
as shown through detailed participant evalua- showed that several changes took place. The
tion data that exceeded benchmark metrics. training enabled discussions of toxic behaviors;
Improved morale, with 91.8% of employees coaching helped soldiers find a solution to toxic
feeling the training would have significant behaviors; people understood behaviors that
impact on job satisfaction. would and would not be tolerated; people are
helping to change the culture; and attitudes
toward change can be channeled through
“Our employees were amazed that we viewed training coaching and leadership.
as a very important component of our strategy during a
recessionary period. We wanted to give managers skills “ Because our systems were different, we needed to
training that would help them deal with issues in their design something that leveraged everyone’s capabilities.
work environment, some of which occurred due to the AchieveGlobal worked with us to customize a program
economy and the resulting changes in work structures that not only reached our vast audience, but also accom-
which caused their work to become more stressful.” modated the learning methods we chose.”
- President, Menasha Packaging -Director of Training for the Army Recruiting
and Retention School

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■ IMMUCOR, INC. ■ STATE AUTO GROUP INSURANCE
Industry: Industry:
Medical Diagnostics and Supply Insurance
Strategy: Strategy:
Improve communication and service skills Migrate from an underwriting-centered culture
to internal and external audiences to improve to a balanced sales/risk culture. Become more
company cohesion and strengthen its assertive with its agents to increase its Written
service-focus reputation. Premium Volumes as well as policies in force
retention to improve its competitiveness.
Implementation:
Use blended learning incorporating Web-and Implementation:
in-class delivery of AchieveGlobal Stellar Introduce all levels of sales management to
Service®, Coaching, Guiding Customer Conver- coaching skills training, and then reinforce the use
sations®, and Healing Customer Relationships® of those skills by creating a coaching environment
modules to management and frontline staff in responsible for ongoing support, focus and growth
briefest effective time possible. of the sales culture vision.
Results: Results:
Improved intra-company co-operation as An increase in policies in force as well as in written
evidenced by increase in internal e-mail premiums, resulting in yearly growth for three
trails regarding customer problem resolution. consecutive years. Measurable improvements in
Increased flow of unsolicited emails from employee understanding, application and interest
customers commenting favorably on Immucor in selling skills and behaviors driven by company
technical and field support satisfaction and sales and coaching training.
examples of stellar service. In addition,
Immucor is now conducting customer “This coaching provided the foundation for senior man-
survey data to track additional results. agement to give more focus, attention, and support to
the entire sales process. I have been here for 10 years and
“The AchieveGlobal training and role playing got rave not until now has there been a time when the business has
reviews. The course helps service personnel close the gap been more sales focused.”
between their technical focus and their willingness and
- Assistant Vice President, Sales State Auto Insurance
ability to listen to our customer’s concerns on human level.”
- Director, Training, Immucor
Return on
Investment

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The client successes seen by members of About AchieveGlobal
AchieveGlobal’s Executive Advisory Board are In the 21st century, the level of human skills will
an important source of best practices and industry determine organization success. AchieveGlobal
trends. The Board includes:
provides exceptional development in interpersonal
• ADT Security Services business skills giving companies the workforce
• Assurant they need for business results. Located in over 40
• Baker Hughes countries, we offer multi-language, learning-based
• Beckton Dickenson solutions—globally, regionally, and locally.
• Chick-fil-A
We underestand the competition you face. Y our
• CSC
success depends on people who have the skills
• Country Insurance
to handle the challenges beyond the reach of
• Cummins technology. We’re experts in developing these
• DENTSPLY International skills, and it’s these skills that turn your strategies
• Freeman Companies into business success in the 21st century.
• Halliburton
• Liberty Mutual Group These are things technology can’t do. Think.
Learn. Solve problems. Listen. Motivate. Explain.
• Morgan Stanley
People with these skills have a bright future in
• Oldcastle Materials Group
the 21st century. AchieveGlobal prepares you for
• SAKS
that world.
• The Continental Group
• Travelers Insurance
• Verizon Wireless
World Headquarters
8875 Hidden River Parkway, Suite 400
Tampa, Florida 33637 USA
Toll Free: 800.456.9390
www.achieveglobal.com
© 2010 AchieveGlobal, Inc. No M01010 v.5.0 (10/2010)