To be successful we would want the team to focus reasonably intensely during the first 6 month kick-off phase. This ensures the program is not seen as "the flavour of the month" or something that will just blow over.
That said we recognize that your team is very time poor and each have their own pressures.
Ideally in the first 6 months the time commitment from your Leadership team would be as follows:
- Participation in a 1 hr interview with MarketCulture to discuss the current culture
- Participation in a 1/2 Day Meeting to Review, understand and dissect the Results of the MRI and Culture Assessment Work
- 1-2 Hrs discussing the results with their teams. Plus 1hr a month to review progress on any agreed changes
- Participation in a 1 Day Leadership Workshop around how to lead a Customer Centric Organisation.
- 1 Hr every other week on what we call "Customer Immersion" - something many of you already do but with some structure around it for group learning and sharing
- Participation in a "Customer Engagement Council" - 3hrs per month
Total Time per Senior Leader Approximately 52 hours (Roughly 5% of Leaders time based on a 37.5hr work week over 6 months)
Client Employees
- Participation in a 1 or 2 day workshop (if and where necessary) to help develop customer centric skill gaps
- Participation in a 1hr per month meeting (added into existing meetings is the best idea) to discuss how they are doing things differently, what is changing, what is not and where the roadblocks are in the change process.
- Where appropriate there maybe some initiatives that employees need to drive the execution on, these will vary based on KM's unique needs. Generally this is volunteer based where we recruit people that are advocates for the change and want to help create a better organisation for everyone
From an MRI implementation point of view, we would need to spend some additional time with the CEO, VP of HR and his team to make sure we execute this effectively and the tool is customized appropriately for the customer’s environment