Change Management Case Study
Culture Transformation at a Retail Bank
A Retail Bank employing some 60,000 staff, embarked upon a major culture transformation programme and set 'stretch' goals within a clear business framework. In order for the organisation to achieve increased ROCE as well as improved cost and income ratio, several key process improvements were identified and a change management program implemented. The organisation required a change in culture in order for these improvements to be driven, with corresponding behavioural changes required from managers at all levels.
A team of 12 Executive Coaches worked with the top 134 Managers over a period of two years and action learning groups were established selectively in the middle management and front line leader populations.
Targets in all the prescribed areas - financial, quality improvement, staff engagement and customer satisfaction - were substantially exceeded. The project set the standard for subsequent change management in the large organisation.
Typically, an Executive member of the Board attributed the following improvements in his/her own performance to executive coaching:
- led an inclusive high performance culture
- successfully inspired and demanded 'stretch' performance from the Regions
- surfaced difficult cross-functional business improvement issues
- drove cost reduction and process improvement without a loss in staff morale
- innovated strategy
