A leading global logistics provider with a network in over 220 countries and 1,20,000 service destinations realized that to stay ahead of the fierce competition, it was required to offer not just good service, but great consistent service that was in alignment with the company’s brand across levels.

It partnered with InspireOne to create an interesting and innovative approach to achieve its long term goal of:

Delivering the brand promise across various touchpoints, by aligning the entire organization towards customer centricity and creating a sustained customer centric culture.

Need:

The organization wanted an organizatio-nal development (OD) intervention to ensure that Customer Centricity was an all-pervasive value in the organization. This require a sustained Customer Service culture that would provide an on-brand experience to the customer and provide a “real” life experience of the company’s brand promise.

Solution:

At TMI, we realized that such an intervention has to cover the entire 360 degrees of an organizational culture.

TMI’s holistic 5I process covers all aspects of a development solution: Investi-gation, Identification, Implementation, Inspiration and Integration and was used to launch an Organization Development intervention called Project SHINE. The project was led across India and a series of interventions by a cross functional team, covering approx 1500 people across 5 metros.

The Project, involving Consulting and Training, evolved over eight months through five stages, creatively charted to help the organizations make its journey from the investigated current state of “we deal with shipments” to the identified desired state of “we deal with people”

Outcome:

The company won a very prestigious award for the most customer responsive company in logistics sector in India.

Globally, the organization recognized 
SHINE as the second best HR initiative they took across 40 countries

Employee engagement scores raised from 76% to 82%.

Common understanding of Customer Cen-tricity throughout the organization.

TMI India won the “Initiative of the Year” award from among 47 partner countries

Unique Success Factor:

The Inspiration Drive: Inspiration through strong Change agents, robust internal communication, an engaging project Mascot: Mr. Spark!