SDN Finland’s National Conference

1. How company culture drives
transformation -
Case Solita
25.4.2018
Johanna Noreila
@johannanoreila

2. What’s up with Finnish working life?

3. ©2018 Leidenschaft Oy
Engagement of the workforce
Engaged
Disengaged
Actively-
disengaged
12 %
76 %
12 %
Source: Gallup Q12

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What we get is this…
Your opinion is
important to us.
Please, give us
feedback

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… or this…
VR Customer Service: How may I help you?
Customer: Hi! We are looking for a car-
carrier train to Lapland for Xmas.
VR Customer Service: By all means ;) Hope
you’ll find one!

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…or this!

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It’s not because I’m lazy, nor because I don’t know how to.
I just don’t care.

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And this is what is offer as a solution…

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… or this.

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The answer might be closer than we think

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It all begins
with
leadership
and culture!

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Company culture is what
happens when nobody’s
watching.
- William Wolfram, DealDash

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What should we talk about?
4. CX is the most
important factor
affecting customer
loyalty.
3. The only way to
create desired CX is to
design & offer EX which
makes employees want
to deliver wanted CX.
2. Correctly designed
company culture is the
best tool to produce
the desired EX
After: Heskett, Jones, Loveman, Sasser and Schlesinger (1994)
Employee Insight Company culture
Employee
experience
Customer
experience
1. Desired culture can
only be designed, if
company understands
what the most
meaningful factors for
its employees are

14. ©2018 Leidenschaft Oy
Leidenschaft’s context:
Building company culture
Helps organization
to reach it’s goals
Prevents organization
from reaching its goals
ConsciousUnconscious
Identify &
understand1
Design
to support2
Live &
lead the culture3

15. Case Solita
So, you want transformation? Here you go!

16. ©2018 Leidenschaft Oy

17. We are the
driving force

18. The world is built on common
intelligence of people and
machines

19. Change for Solita

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22. Using service design in change and culture
management

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27. Results

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Results
• DD+Siqni:
• EVP
• Current culture
• Values are true

29. The future

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Results at the moment

31. To sum up

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Company culture drives Solita
• Big transformations shake the organization every time – you need a
solid ground and culture to support it.
• Every time there’s a new change, we have the understanding to
support us in tackeling situations and developing further.
• The real magic happens in the everyday life – from understanding to
quick testing, open interaction and continuos improvement.
• Service design thinking and tools have given us a solid ground to lead
transformation and culture in a better way.

33. Intohimolla!
Johanna Noreila
+358503737007
johanna@leidenschaft.fi /
johanna.noreila@solita.fi
@JohannaNoreila