Case study 3

New values and culture integration as a result of a merger

The need
Pre merger
The customer was keen to maintaIn the morale and support of the key managers involved in the IT Merger Transition Strategy. We supported this with leadership coaching for the top operational managers in the UK and the USA.

Post merger
After a merger the new customer service project team was grappling with how to create the merged customer service organisation in one location and put the new values and culture into place without disruption to their customer.

The solution:
This included definition of the service vision and strategy, then the processes and organisation design for the unit, including designing the culture and management style. We also provided project management coaching to support the internal team in the implementation of the new unit and the transition from the ‘old’ service operations

The business improvements:
The transition to the new merged business unit took place without disruption to the customers. Key managers were retained in the new unit either permanently or as consultants during the transition thereby ensuring continuity. The new service definition adds value to the customers and to the merged entity.

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