Category: Changing the Culture
As a result of the culture change, jobs were restructured to provide a single point of contact with the customer. Collaboration was stressed and reinforced by new compensation and recognition for new ideas and team actions. Sales and Service teams were trained to learn from the customer and explore new needs. More than 1,1000 workers and mangers were trained in interpersonal dynamics and skills. The executive team stepped up its visibility, pace of decision-making, clarity of vision, and execution. It managed a downsizing in a supportive, humane way.