Background: A Global FMCG manufacturer decided to create a European technical support team to support their IT infrastructure. This team would be composed of c30 individuals based in England, Italy and Germany. CarterCorson was asked by the organisation to work with this team both individually and as a group to accelerate operational effectiveness and achieve the following outcomes:• To develop the team to achieve operational effectiveness throughout the Pan European network – improving both cohesion and performance and to facilitate the development of a clear identity for the team.• To support the creation of a customer-focused culture where individuals use initiative, solve problems, manage national and international differences effectively and use open communication, without sacrificing quality standards or making errors. • To create a scaleable development model that accommodates additional international teams as they are created, rapidly bonding them with the current teams.• To ensure that the appropriate ‘knowledge transfer’ takes place to allow the system to be maintained by the team.
Solution: Firstly, we supported the management team in the construction of an ‘ideal’ values and behavioural model for the team. Then we assessed the teams in the UK, Germany and Italy against the ‘ideal’ model and adjusted the model to take account of international culture differences and the data collected was analysed to identify individual and group development issues.
We then delivered a focused development programme to meet the needs identified in the assessment phase. This included all staff given at least one 1 to 1 coaching session and a number of group development sessions.
Outcome: The project was an acknowledged success with the team achieving operational effectiveness in a very short timeframe. The evidence of the success, apart from operational performance, is that CarterCorson maintain a continuous working relationship with the organisation in both the UK and mainland Europe.
Other projects delivered for this company:• Individual coaching for at least 40 executives.• Numerous group development programmes in IT, Marketing and Finance and pan-European integrated change programmes.