Behaviour Led Strategy Execution Overview and Case Study

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1 Behaviour Led Execution Overview Case Study

2 Deloitte s Approach Behaviour Led Execution (BLSE) Successfully implementing your business strategy depends on you knowing which employee s behaviours really matter ensuring these are aligned to your strategic goals Business Value events value events Desired behaviours behaviors (decisions actions) Interventions Interventions through through levers levers that drive that drive reinforce behavior e.g.: reinforce behaviour e.g.: process, structure, process, structure, leadership, reward leadership, reward Programme Management, Communication Stakeholder Engagement Deloitte works with the client team to diagnose execute the strategic change. 1. Articulate Test Alignment What is the strategy how well is the company aligned to delivering this strategy? 2. Identify Prioritis e Value What are the value events which drive delivery of the strategy? 3. Analyse Design What is the desired behaviour within value events? 4. Pilot Execute How can the desired behaviour be initiated kept in place? 5. Monitor Manage Effectiveness How can performance be assessed maintained? 1

3 Case Study - BLSE at T-Mobile Background The BLSE approach can be tailored to meet different business goals At T-Mobile we successfully used this approach in both Call Centres Retail stores The business driver in this case was to strengthen their br position increase Customer Satisfaction Ratings Results Customer services pilot: 20% more customer queries were resolved first time, equating to a potential saving of c. 9m per year; 300% increase in customer satisfaction increase (ICCA independent measurement). Retail Stores pilot: Average mystery shop customer satisfaction rating was 92%, compared to 84% at control stores; Five of eight stores scored 100% in their mystery shop, twice the average for all stores Telesales pilot: Over 50% increase in conversion additional sales

4 Deloitte Human Capital 3 Robert Freese is a Manager with 8 years of human capital consulting experience. He is responsible for project managing a range of human capital assignments, primarily covering talent strategy, learning strategy, management / leadership development. Telephone: +353 (0) Nikki Hegarty is a senior consultant on the Deloitte Human Capital team. She specialises in organisation behavioural change. Telephone: +353 (0) Ciara Bolger is a senior consultant within Deloitte s Human Capital practice. She is an occupational psychologist specialising in the area of behavioural assessment development. Telephone: +353 (0) Contact Centre Transformation Expertise Deloitte has helped countless organizations improve their contact center operations our capabilities cover every facet. We do not operate Contact Centers ourselves, so our advise is agnostic designed to focus on your best interest. Our methodology approach to contact center projects is well thought out designed to be modular so you can engage us for just the specific areas that you need. Our objective at all times is to guide the transformation toward an emphasis on ultimately improving shareholder value. Deloitte Human Capital The mission of Deloitte s Human Capital practice is to enhance our client s performance, productivity, financial results through its people. One key advantage of Deloitte s professional services is our global presence which provides our clients with access to the deep expertise, knowledge experience of practitioners in all regions of the world. We have worked on a broad range of learning development assignments for global clients, bring to bear our leading edge thinking in this field to every engagement. Customer Customer Expectations Budget Human Resources Regulations & Compliance Technology Facilities & Operations Customer Intelligence Mergers Acquisitions Contact Centre Transformation Framework Revenue Business Constraints Cost Business Imperatives Contact Center Transformation Approach Transformation Continous Improvement Roadmap Development Program Contact Center Management Benefits Alignment Business Case Development Shareholder Value Assessments Customer Satisfaction Recent CCT Projects Deloitte Capabilities Contact Center Value Map Performance Diagnostics Best Practices Technology Operations & Metrics Build Out & Consolidation Sourcing Industry Depth We helped a popular media company design their global contact center infrastructure to support their outsourcers. We conducted a rapid assessment of the entire contact center operation for a hospitality company to identify quick hit, high value operational improvements. 25 Best Practices in Learning & Talent Development

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