Organisational Culture

People are your Number 1 asset. In re-directing an organisation to one driven by customer-centricity, it requires that internal structures, skills/qualities, as well as the organisation’s culture be aligned with the values underlying customer management

Organisational culture has a powerful impact on employees’ role clarity, on motivation and satisfaction, on the ability to achieve goals and objectives, and consequently on customer evaluations of service quality. Knowing and understanding your organisation’s culture provides you with critical insights regarding what makes the people in your organisation think and act the way they do.

Using Human Synergistics Inc’s Organisational Culture Inventory® ServiceTraction helps you to establish a snapshot of your organisation’s “personality”. We will work with you to build on the choices made about the future cultural direction, designing and implementing effective action plans to bring about cultural change.

The Service Provider’s Tug-of-War

The consistent selection of the right people for the right role is an imperative to sustaining a customer-centric environment. But even those frontline employees, who find working as a service provider rewarding and enjoyable, are subjected to daily pressures from two critical stakeholders —the customer and their own organisation—when delivering a service experience.

If not well managed, these frequently conflicting pressures result in problems of motivation and stress, leading to poor service, increased staff fluctuation and increased costs. ServiceTraction can help your organisation to develop approaches to alleviate the “tug-of-war” pressures on service providers.