By John Rooney
John is AchieveGlobal’s Regional Vice President of Sales, West Region, and a new contributor to the AchieveGlobal blog. He has over 15 years of sales leadership experience and has helped develop effective sales development initiatives for organizations including SkillSoft, Transware, Inc. and AchieveGlobal.
For many of us, the process of building toward a stronger, more successful 2014 began months ago. The New Year, of course, is always a time of renewal and recommitment, with the age-old tradition of making resolutions that offer opportunity. In some cases, that opportunity is growth through transformation.
Our client Automatic Data Processing (ADP), a Fortune 200 company and a leading provider of human capital management solutions that I’ve had the pleasure working with for the last 3 years, recently underwent a successful cultural transformation that focused on building a culture of service excellence. Earlier this year at the 2013 Chief Learning Officer Symposium, ADP’s VP of Learning and Performance, Carrie Beckstrom, discussed how, with the help of AchieveGlobal, her company successfully navigated a cultural transformation to become an even better representative of service excellence.
For ADP –– the size and complexity of the organization was a concern for executives when it came to thinking about initiating a large-scale organizational change around service. With 60,000 associates serving 620,000 clients worldwide, ADP needed to develop a strategy to ensure that associates were delivering a consistent level of service excellence across all levels and areas of business.
Beckstrom noted that, for ADP, AchieveGlobal was a perfect partner on this initiative because of our proven methodology and curriculum which aligns with the ADP service philosophy and goal of customer loyalty. After considering options and moving forward, ADP saw this as more than the simple implementation or a training program. They realized the way to approach this change and entire process was to consider it a major cultural transformation.
With this holistic approach in mind, ADP and AchieveGlobal approached the change with a three-phased process:
- I Know: Sharing with associates what was expected
- I Care: Getting associates motivated to contribute to the overall success
- I Can: Making sure associates were equipped to deal with transformation
Putting things in place to build success for the cultural transformation involved ensuring that:
- All levels of associates were on board
- Active leadership involvement and commitment were a reality
- There was a top-down rollout approach
- Key focus was placed on the sequence and timing of training initiatives
The results for ADP were remarkable. And most importantly, these results have been measured through data that proves the success of the transformation in helping to build customer loyalty. What a great reward to be able to look back at one’s resolutions and say, I was resolute… AND I accomplished!