Leading change

Sponsor: IT Support Business

Client: Ben, Founder/MD of the business

Goals

Ben wished to "take his business to the next level" and four inter-related goals were identified.   

1. Develop an understanding of when affiliative and democratic leadership styles are appropriate and when to be more directive.
2. Lead the development of new services for customers and the improvement of current service delivery standards.
3. Enhance the professionalism of the company’s staff.
4. Improve profitability.

Programme

The programme consisted of a number of coaching sessions spread over three and a half months. The effectiveness of the programme was judged by the client through the impact of his actions on the business.   

Actual Outcomes
 
Ben developed a more directive style of leadership which enabled him to be clearer about the organisation’s desired outcomes and acceptable standards. Service delivery was enhanced and broadened by the introduction of full system documentation for customers and the establishment of a formal commitment with each client to enhance the company’s image and strengthen relationships.

Professionalism was enhanced by the introduction of dress, vehicle and timekeeping standards. These were established through consultation with customers and staff.

Ben got over the barriers that prevented him giving honest feedback to staff and set up a formal weekly system for him to give and receive feedback in an open atmosphere. This further enhanced professionalism.

These higher standards allowed the business to consider raising prices and therefore margins.

Ben’s verdict:

"…..(The service) allowed me time to focus on my long term goals and the details of how to achieve them. Richard does a very good job in getting the information out of you and helping you to come to conclusions and all you need to do is follow it through with action!"

Read our other Case Studies:

Leadership development 

Restructuring

Improved performance through people

Outplacement

You can also read about Create the Future's effectiveness in our clients' own words.