Challenge 

After a recent organization redesign, our client, a Fortune 500 global professional services firm, was ready to hit the ground running with newly developed roles and responsibilities aligned to better serve customers. 

The problem –  they were unclear on who was accountable for delivering on what, when, and how, and they were not providing the increased levels of service the organization redesign promised.

Solution

Tolero Solutions collaborated with the client to reshape the new roles and responsibilities to better align to the customer delivery strategy and identify the necessary processes, structure and support needed to increase accountability and improve service delivery.

• Facilitated organization design workshops with leaders and teams to identify roles and responsibilities to effectively align them and their work with the new organization design  
• Documented “day to day” activities and process handoffs to clearly identify who was responsible for what, when, why and how and created ways for employees to communicate this with one another increasing collaboration and building trust
• Initiated leadership and team coaching programs to help prepare those responsible for delivering on the new organization design with the comfort and skills to execute on new roles and responsibilities
• Provided Tolero Solutions team performance training to develop a unified and agreed to strategy for implementing and executing on the new organization design with a focus on behaviors and processes to increase trust and accountability

Results

• Increased leadership and team accountability and improved service delivery 
• Improved employee engagement and customer experience (CX) scores
• Achieved cost reductions due to a more efficient organization structure
• Enhanced leadership and team dynamics and improved workplace culture