I shared an Organization Development Case Study and outcomes with the Organization Development Network of Western New York.
At the end of the workshop, a friend asked, “What did you, as a consultant, learn from your experience with this client?”… Below is my best effort to share what I learned from working with a challenging client through a two-year organization development process.
Organization Development + Executive Team Development Process, What I learned:
- The longer the time span of the work, the process has to be more straightforward and more accessible for people to implement.
- Reinforced my belief that systems drive behavior.
- There are many competing solutions.
- Putting people in a good-enough place, with known accountability + authority + Cross-Functional-Role-Relationships, + enough room to stretch, will enhance capacity.
- Enhanced comfort with unknown/unknowns and unknowables.
- Every action and decision is filtered through – will this attract or repel trust?
- As experts, our words and actions mean something. We are working on people’s lives, be sure that the information you share is correct and best for the organization.
Results from work with a Health Insurance Company’s IT department
Trust attracting or trust repelling organization?
- 86% of Policies and Procedures were rewritten with Trust-Attracting in mind
- The company went from 5 to 3 layers of management (keeping all employees and pay at current levels). This led to more autonomy and visible trust to complete great work.
- Within 1 year, the number of sick days and calls off shift decreased by 47%
- Within 18 months, turnover fell from 23% to 14%
- A re-evaluation of the employees showed the number of employees who were “Satisfied with their current work” increased from 64% to 76%, and “I can trust my manager and team” increased from 42% to 63%
- There was an increase in time, budget, and quality work from 63% to 67% in 10 months.
- Development of 2 new profit streams generating $250,000 for the company, using existing staff and resources
- Increased utilization of the internal learning management system for employee learning and development from 21% to 62% over 2 years