Case Study: Employee Engagement
Case Study: Employee Engagement
Business Challenge: How do we get a diverse workforce engaged around our company values?
A law firm in a highly competitive market had grown through acquisitions, but the resulting cultural “melting pot” threatened the company’s reputation for customer service. Upon launching a new external identity, the firm realised it needed to unify its workforce’s awareness and behaviour.
Right Management began by delivering customer service workshops for the staff; after further consultation with the chairman and managing partner, our charge was expanded to “ensure that every staff member realised that he or she is absolutely critical to ensuring top-quality service for every client.”
We delivered on this need by identifying six values underpinning the firm’s concept of service excellence, then coaching and training staff in the core behaviours that bring those values to life. We also delivered customised Brand Values Workshops, 360-degree feedback surveys, partner coaching, Core Skills workshops for staff and managers, career decision support and a staff engagement survey. To date, the firm is tracking a 10% revenue increase and 5% gross profit increase.