Case Study Flashcards
What is the background of in2com
New ceo hildle
Lost it’s market position
Customers limited and margins under pressure
Increasingly difficult to differentiate
High labour cost
Customers putting pressure on quality and efficiency
What was hildles vision for the first change
To evolve from a contact centre to and engagement centre
What happened at the first meeting with management
Only through innovation that we will make a difference
How to get people on board with change
General feeling of resignation - people remain in their pigeonholes
How to ensure staff evolve from satisfaction to commitment?
What were the outcomes of the brainstorming
Improve communication Extra hierarchical levels Renovation of work environment Additional monitoring Rotation of staff Strengthen middle management
Invest in TVs to communicate results and progress
Add partner manager to structure - relieves ops managers to give more space to motivate
Bought colourful armchairs
What were the outcomes of the first changes
Work quality of advisors is poor
Work is repetitive, complex and had little variability or autonomy
What did advisors say in breakfast sessions
Little autonomy
Little room for improvement ideas
Felt their talent was being under-utilised
What was the content of the second change
Organisational structure change
Had to encourage Job enlargement- horizontal and job enlargement
Implement unless rule
Bert raises concern of erosion of
