Refining training and communications for a transformation program
We promoted thoughtful change management by developing a training strategy and communications plan that linked competencies and skills to transformation objectives.
The Situation
A business information and analytic services provider for the health care and pharmaceutical industries planned to transform the way it went to market by implementing an integrated sales approach and a global customer relationship management (CRM) solution. A year into the initiative, the firm had succeeded in standardizing global client-facing processes and achieving a high level of awareness of the CRM solution. Still, the broader transformation objectives would require a sustainable shift in behaviors and culture.
The Satori Solution
We began by designing a comprehensive change management plan that engaged employees, sponsors, and stakeholders. Next, we identified the competencies and skills from the client's performance management program that explicitly supported an integrated sales approach. To bolster the client's existing training materials, we created a set of learning experiences tailored for different audiences and reorganized content into modules linked to individual roles and responsibilities. We also created communication and messaging plans that would build understanding and drive adoption of new capabilities. Finally, to encourage continuous improvement, we identified and validated metrics for an executive-level balanced scorecard linked to training and key messages.
The Results
Our recommendations, approaches, and tools helped our client stay focused on outcomes as it moved forward with the initiative. As it continues to monitor and adjust the ongoing change program, the firm is better positioned to transform its client-facing teams.
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