Align widely dispersed teams
Most large businesses want consistent customer service that is also tuned to local demands. These can feel like conflicting needs that create a tension between central control and local accountability, leaving employees confused and customers dissatisfied.
Does this feel familiar?
MD and management team
The MD and management team of a regionally based business unit wanted area managers and teams to behave more consistently and take a stronger role with customers. There was inconsistent customer service in different geographical areas and employees were getting mixed messages about the organisation’s overall strategy.