Leadership Advantage

INDUSTRY: Travel/Leisure - Major International Tour Operator

SIZE: 3,000 Employees

CLIENT: CEO/COO/Executive Team (6)

ISSUES: The company was challenged by declining revenues, a dated business model, cumbersome systems, and a culture resistant to change. Top leadership wanted to bring the company into the 21st century and lay the groundwork for sustainable success.

SOLUTION: Initial assessment and consultation on the current and desired organizational condition with the top executives led to a plan to implement a 180 ° shift in how they did business. The plan called for an "outside - in", "upside - down" approach focused on being customer- and employee-driven -- with management acting in a support role. This required changing not only existing business practices and processes but, more importantly, how they thought about and approached customers, employees, and themselves -- the culture. A thorough assessment of the current and desired cultures was conducted using state of the art measurement instruments. The outcomes provided clear identification, direction, and guidance on how leadership thinking needed to change to better achieve their desired business results. Detailed plans were then created to begin shifting the leadership thinking and behavior, elevate the thinking about customers and employees, remove barriers to communication and collaboration, and create an empowering, self-directed, and accountable work environment. Review and adaptation of HR systems and policies was also undertaken to support and reinforce the changing culture.

RESULTS: The top team is now aligned directionally and attitudinally and are actively promoting and managing the conditions for success throughout the company. Customer needs have become the driving force in determining business strategy. Systems and processes are being re-engineered to support the strategy. Programs designed to increase leadership effectiveness and build sustainable teamwork have been implemented. Employees are given the tools, training and feedback to do their jobs effectively and are experiencing increased empowerment, communication, cooperation, and problem solving along with accountability for results. Their insight and knowledge about customer needs are valued and have become a major source of market intelligence and customer satisfaction. Customers are experiencing better service, more innovative travel options, and increased flexibility to build their own itineraries. Revenues are trending upward.