Extraordinary Service Delivered to Members

Business Challenge: A financial institution retained SL&A to assist in attaining organizational alignment and implementation of its core strategy to deliver extraordinary service to its members.

Mission Purpose (Objective)

To create an organization that delivers extraordinary service to their members.

Description of Market Offering

Process of Market Offering

SL&A facilitated meetings with the senior leadership team to confirm the strategy; develop service attributes; and share key values which served as a foundation to implement the core strategy.

Definition of extraordinary service was agreed upon by the senior leadership team. To create broad ownership throughout the institution SL&A surveyed the entire employee base to prioritize key service attributes.

Implementing and Aligning
Developed processes to ensure all levels of the organization embraced the strategy and identified behaviors and actions required to achieve success on a daily basis. We developed a communication plan to ensure alignment at all levels of the organization. An organizational survey was conducted to confirm member satisfaction needs and wants from an employee perspective. Reviewed data from the membership survey and developed prioritized action plans. Created a cross functional team and facilitated weekly meetings to assist in the implementation of the action plans.

Develop Leadership
Worked with the CEO on an ongoing basis to ensure the rollout of an effective communication strategy critical for the project’s success.

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