InspireOne Solutions on Organization Development and Sustainable Culture Change initiatives

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Organization Development
Solutions

2. About InspireOne
Our Global Partnerships
Global Pioneer in
Organizational
transformation by
Leadership Assessment &
Development
World renowned expert in
Sales Development and
Sales Force Acquisition &
Evaluation for leading
international businesses
Global leader in
Organization Development
and Performance
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
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3. 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
Strategy
& Values
Beliefs
Aspirations
Vision
Direction
Purpose
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Signals
Skills
Structure
Systems
Behaviors
Communication
Attitudes
Image
Technical
Behavioural
Managerial
Inter-personal
Responsibilities
Departments
Titles
Networks
Procedures
Mechanisms
Information flow
Policies
Software applications
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4. 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.
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5. OD Solution
Branded Customer Service™
The brand starts
from within,
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
customers.
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6. 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
organization.
 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
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Brand to Life.

7. 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.
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8. Delivering Branded Customer Service
INVESTIGATION
IDENTIFICATION
STEP 22
STEP
Defining the
Defining the
Desired State
Desired State
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INSPIRATION
IMPLEMENTATIO
N
STEP 33
STEP
STEP 44
STEP
Design
Design
Development
Development
and
and
Customization
Customization
Equip
Equip
employees with
employees with
required
required
Attitude & Skills
Attitude & Skills
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INTEGRATION
STEP 55
STEP
Embedding
Embedding
Culture Change
Culture Change

9. AINVESTIGATION Operationalising Service Journey
Possible IDENTIFICATION
IMPLEMENTATIO
INSPIRATION
N
INTEGRATION
Tools
OUTCOME: Understanding Enablers & Disablers in the existing culture
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10. INVESTIGATION
IDENTIFICATION
INSPIRATION
IMPLEMENTATIO
N
INTEGRATION
Tools or
Processes
OUTCOME: Analyze the findings and Identify the Desired State
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11. Sample Output of STEP 1 & STEP 2 : Diagnostic Findings across the 5 Boxes
Strategy
& Values
Vision & Direction :
• Growth
• Be the no. 1, private
player in India
Innovation and Quality
Transformation :
• Build a Productive
Distribution system
Differentiation :
• Position as a leader in
providing long term life
insurance solutions
• Diversify distribution
channel mix in new
business
• Own identified
customer segments /
product categories
• Deliver a unique
customer experience
Signals
Skills
• Activity driven execution
ability – high performance
focus
• Passion ate about org /
work
• Tactical focus – absence of
compelling vision and
alignment towards 1-2
common goals
• Silos (lack of synergy
Businesses /Corporate
Functions)
• Creativity & Innovation
• Managing and driving
change
• Developmental culture
• Functional knowledge
• Task Management
• Managerial
Competencies (Review,
Planning, Organizing)
• People Management
skills
• Financial and Business
acumen
• Strategic thinking
• Communication and
Influencing skills
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Structure
• Flexible Structure
basis Business
Needs
• Success of Project
yet to be leveraged
• High Attrition
Systems/
Processes
• System getting geared
to focus on growth
• Skill Building Trainings
• Plan to leverage
Technology
systemically rolled
out.
• Performance Mgmt.
Process
• Review mechanisms

12. INVESTIGATION
IDENTIFICATION
INSPIRATION
IMPLEMENTATIO
N
INTEGRATION
Tools or
Processes
OUTCOME: Finalization of Solution, Design Development and Customization
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13. INVESTIGATION
IDENTIFICATION
INSPIRATION
IMPLEMENTATIO
N
Cascading change by engaging Change Champions
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INTEGRATION

14. INVESTIGATION
IDENTIFICATION
INSPIRATION
IMPLEMENTATIO
N
INTEGRATION
Tools or
Processes
OUTCOME: Enabling all the stakeholders in the system to display, live and embed the
desired on-brand behaviours
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15. INVESTIGATION
IDENTIFICATION
INSPIRATION
IMPLEMENTATIO
N
INTEGRATION
Tools or
Processes
Integration Tools and Processes to embed and sustain the Desired State
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16. “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: info@inspireone.in | w: www.inspireone.in
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