BlueApricot

Presenting problem by client: Need for a multiyear, strategic plan aligning the needs of the organization at a time of rapid growth.

Challenge: A national service organization needed to update its operational and management strategy because of rapidly changing market conditions and high growth. The executive team had steered the development of a solid product but were experiencing communication problems and missed deadlines. The need for clarifying priorities was obvious, but where to start was not.

Discovery: We conducted individual interviews with the top team that raised awareness among group members about different perceptions on what future growth might mean for the company and for operational priorities. During discovery, a key issue emerged regarding the company’s capacity for delivering on promises made to new clients while providing ongoing support for existing customers.

Solution: With this in mind, we facilitated work sessions that helped to refine the mission of the company in the context of current and likely trends, identified the values to drive future activity and behaviors, and highlighted some of the patterns of interaction among team members that were impeding productivity and progress. We also facilitated an action planning process to support three-year goals, with clear assigned responsibilities and deadlines. A communications plan was implemented to support tracking and mutual accountability.

Results: The executive team had a clear picture where the company was going and how it was going to meet its strategic objectives. The team learned how to communicate more effectively together and committed themselves to scheduled reporting on the progress being made with each goal so early troubleshooting and active efforts to prevent problems repeating themselves are now an ongoing feature of the way they work together. Tensions within the team dissipated and conversations are now more candid and focused on supporting each other to achieve the big picture. The company has taken steps to bridge the gap between capacity and ability to deliver on new and existing customer expectations. The facilitated discussions improved levels of trust and created energy, commitment, and momentum to enable implementation.

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