At e-trinity we have had the good fortune to work with companies who recognise that high employee engagement has an impact on how staff interact with customers, leading to the long term success of their business. This case study demonstrates the potential benefits of using the tools that e-trinity provide.
We worked with a contract services organisation with 3,000 employees who provide support services in the way of hospitality, retail and reception for a variety organisations. The specific team we worked with provided these services across a number of hospitals in Ireland.
The company has two other divisions also providing the same services in Education and Business & Industry. Following the economic challenges in Ireland, all areas of the business had struggled to make progress and were looking for ways to develop the business.
The Healthcare team recognised the importance of putting the employee at the center of their progress and started a process of leadership development using the tools we provide to deliver the required changes over 18 months. This included:
- Redefining the ‘purpose’ of the business for employees
- Delivering the management tools in modular leadership training sessions every 6 months
- Monthly conference calls to monitor progress and provide additional coaching and support
- Measuring the use of the tools each month
At the end of two years, we were able to look back at the changes that each division of the business had made.
Details of these changes and their commercial impact on the business are shown below.