Our client, a global manufacturer, made the strategic decision to move to a Global Business Services operating model for HR, Finance, Information Management and Non-product related procurement functions. We developed a programme to inform their employees about the changes and – critically – enable them to implement the changes.
The implementation of Global Business Services (GBS) meant that there would be restructured reporting lines, less customization of policies or processes, no tailor-made solutions and more ownership for people managers.
The Change Management and Training team overseeing the GBS implementation worldwide across the business requested that we developed two training programmes to inform managers and employees on what GBS stands for and to engage them through educating them on how they can contribute to its success.
We delivered the programmes in nine locations: China, Singapore, Germany, Sweden, France, Netherlands, UK, US and Brazil.
The first programme that we developed and delivered was a half day workshop for managers to inform them about what the changes meant for them and their teams, and to enable them to cascade this to their people. This included a valuable session on the art of communication and effective storytelling.
The second programme was an interactive 2-day workshop for employees. It included the following sessions:
A desired outcome of implementing GBS was that performance delivery would improve, and employees would feel part of a willing team and proud to contribute to its success. Following the programme, participants shared that they had a better understanding of GBS and their role within it. They also had the tools that they needed to provide high quality customer service, to visibly and effectively measure performance, and to work with a continuous improvement mindset. This all ensured that they were working in the best possible way; resulting in enhanced performance delivery.
An additional benefit of the workshops was that employees felt that they had the opportunity to meet and collaborate with colleagues from other functions so that they could share experiences and discuss challenges. This ultimately encouraged and improved cross-functional team working.