Situation: A $275 million brand name in the office equipment industry was amalgamating ten branch offices across Canada into a centralized Customer & Technical Support function. New and existing leaders had to be trained in an array of functional and leadership effectiveness skills – all part of a strategic move to an Operational Excellence model.
Action: We project-led all aspects of the design, implementation and evaluation of a fully customized six-week leadership curriculum combining technical and personal effectiveness skills within aggressive timelines. This meant working with technical subject matter experts to define needs and develop specialized content with adult-learning needs in mind, as well as delivering modules and measuring training results.
Results: Customer service metrics exceeded pre-integration levels at the end of training; confidence in leadership strength and ability to grow into the future.