Supervisor Capability Programme
Supervisors stepping up two levels through a restructure — and retaining their teams.
Retention through disruption
Supervisors and their teams were all retained despite major restructure.
Improved SAT/NPS
Operatives stepped up under supervisors' coaching despite Relationship Managers being removed.
14% shift
In focus to working 'on' rather than 'in' the business.
Promotion
The new Customer Centre Manager was promoted on the back of higher morale and engagement.
A $5.0 billion business in home comfort, safety, security and energy efficiency — a top global distributor of security, fire and low-voltage products serving 110,000+ contractors and 6.7 million connected-device customers.
The multi-lingual technical service customer operation was low in productivity, engagement and morale. Customers were unsatisfied, multilingual recruitment was hard, and the revised operating model removed two layers of management — leaving supervisors leading at a far more senior level.
Develop supervisors' capability to lead and manage at a more senior level of responsibility and accountability so they could deliver improved results for the centre.
Coach supervisors to motivate and performance-manage their teams using the business's performance management method.
Coach supervisors to understand data and KPIs and proactively use the Lean Sigma method.
Facilitate high ownership in the culture and behaviours of leading with accountability.
We entered during a restructure — the enterprise was splitting and a new business being created. Customer Relationship Managers had been removed, so supervisors needed upskilling while HR managed the uncertainty.
"Truly supportive and engaged with us despite the huge disruption. MiM stayed the course with us. The fact that we were learning how to operate outside our comfort zones, whilst really being outside our comfort zones, made the programme extremely relevant."
Head of Customer Centre — Global Security Business
Reducing waste and downtime while lifting customer experience and profitability.
Energy / Offshore drillingPutting the customer at the heart of a business that had become complacent at No.1.
Energy / Offshore drillingA mindset and behaviour shift across 600 managers in six global regions.
The practitioners who ran this work are the same people at the end of your call.