Get In Touch
Customer Centricity

Overview of Horizon 3 solutions

Align your organization to
strategic goals
Build a strong competitive advantage through customer centric culture
Build a strong service brand and a compelling customer value proposition
Create a powerful
employee branding

 

Are These Business Scenarios Familiar?

Every organization has a culture. Culture that is either carefully envisioned, crafted, nourished or culture that is formed by default. Irrespective of whether it is by design or default the culture in any organization is influenced by the organizations vision and goals, the leadership teams (leaders) values and behaviours, and the prevailing competitive environment.

Today, when most organizations have to compete globally and remain relevant locally, it is also critical that the culture reflects it’s “unique and compelling customer and employee proposition”.

And finally given the prevailing pace and magnitude of change, organizations should also ensure that “change readiness” is an integral element of the culture.

When organizations want to create a shift in any of these scenarios, their normal recourse to a change strategy that emphasizes restructuring the organization or revamping systems or inducting resources. However, research and our experience over the last 3 decades indicates that these initiatives are unsustainable if not supported by strong leadership will, an aligned ecosystem and people who have committed to the change with their “hearts and minds”.

All these desired states of existence, therefore require a systemic solution powered by unflinching leadership intent. These systemic culture transformation solutions will involve the alignment of the Desired State to the strategy, leadership signals, hearts and minds of people, structure and systems.

These dimensions are reflected through TMI’s 5-Box Model for Cultural Transformation

Our Culture Transformation solutions are designed around the 5-box model that brings tangible and sustainable results. The model has its strength in being holistic and effective at individual, team, & organizational level.

Values

  • Linking
    Vision
  • Mission
  • Beliefs
  • Attitudes

Signals

  • Crafting an ecosystem that supports change including behavior measures among other critical areas

Skills

  • Specific change related competencies & leadership skills

Structure

  • Processes that will enable change

Systems

  • Systems that have to be aligned to make the change complete.

 

Clients worked with:

Overview of Horizon 3 solutions

Align your organization to
strategic goals
Build a strong competitive advantage through customer centric culture
Build a strong service brand and a compelling customer value proposition
Create a powerful
employee branding

 

Are These Business Scenarios Familiar?

Every organization has a culture. Culture that is either carefully envisioned, crafted, nourished or culture that is formed by default. Irrespective of whether it is by design or default the culture in any organization is influenced by the organizations vision and goals, the leadership teams (leaders) values and behaviours, and the prevailing competitive environment.

Today, when most organizations have to compete globally and remain relevant locally, it is also critical that the culture reflects it’s “unique and compelling customer and employee proposition”.

And finally given the prevailing pace and magnitude of change, organizations should also ensure that “change readiness” is an integral element of the culture.

When organizations want to create a shift in any of these scenarios, their normal recourse to a change strategy that emphasizes restructuring the organization or revamping systems or inducting resources. However, research and our experience over the last 3 decades indicates that these initiatives are unsustainable if not supported by strong leadership will, an aligned ecosystem and people who have committed to the change with their “hearts and minds”.

All these desired states of existence, therefore require a systemic solution powered by unflinching leadership intent. These systemic culture transformation solutions will involve the alignment of the Desired State to the strategy, leadership signals, hearts and minds of people, structure and systems.

These dimensions are reflected through TMI’s 5-Box Model for Cultural Transformation

Our Culture Transformation solutions are designed around the 5-box model that brings tangible and sustainable results. The model has its strength in being holistic and effective at individual, team, & organizational level.

Values

  • Linking
    Vision
  • Mission
  • Beliefs
  • Attitudes

Signals

  • Crafting an ecosystem that supports change including behavior measures among other critical areas

Skills

  • Specific change related competencies & leadership skills

Structure

  • Processes that will enable change

Systems

  • Systems that have to be aligned to make the change complete.

 

Clients worked with:

Inside Out Branding

Creating a values driven organization and building a compelling EVP through Inside Out Branding based on employeeship, this is an initiative that focuses on mobilizing everyone’s energy towards the success of the organization.

image

Establishing an ON BRANDs EVP is an integrated organizational development approach designed to bring brands to life internally, deliver a differentiated brand employee and customer proposition and finally build employee and customer loyalty and brand equity.

The brand and brand values provide the perfect medium for the differentiation; since the brand defines the distinctiveness of the organization it is inimitable by competition.

Aligning the EVP to the brand promise and values would ensure that the brand comes to life through every internal interaction and finally every customer interaction.

Branded Customer Service

A transformation initiative which crafts a compelling and differentiated customer proposition by aligning the culture and service of the organization with the brand. Based on appreciative enquiry approach, this solution has helped many organizations bring their brands to life and therefore leverage the brand for creating sustainable and distinctive experiences in the minds of customers.

Branded Customer Service

The diagnostics is supported by a Brand Connect Survey which enables the identification of areas of strength and opportunity vis-a -vis the brand connection within the organization.

Shaping Customer Centric Culture

Aligning the entire organization to the customer by Building a Customer Centric Culture A culture transformation solution that ensures customer centricity becomes a pervasive value across the organization. This approach is based on the Putting People FirstTM philosophy, first propounded by TMI.

Putting People FirstTMapproach has been a Harvard Business School case-study and has enabled business transformation of various organizations worldwide.

image

Putting People FirstTM © TMI Copyright 2016

Shaping Customer Centric Culture

Process of Shaping Customer Centric Culture

The diagnostics is supported by a Service Culture Survey which enables the identification of areas of strength and opportunity vis-a -vis the prevailing service culture in the organization.

Alignment Culture

InspireOne TMI’s Productivity and Accountability Culture ensures strategic alignment and deployment to help organizations achieve their goals through aligned, inspired and Committed actions by everyone in the company.

This is a culture transformation intervention which is designed to create strategic alignment for the vision across the organization in a way that each member of the organization knows what is their role in making the vision come to life, is able to commit to achieving their goals and is willing to take accountability to make sure that they are achieved.

This approach is based on TMI’s Results Philosophy™ and Employeeship™ principles.

The design of this transformation initiative is based on strong diagnostics to identify the specific levers that need to be impacted to create a high productivity culture in the organization. The diagnostics is powered by a survey “The effective workplace survey“.

Alignment Culture

Alignment Culture