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 an outsourcing organisation with 2,000 employees who provide clinical support services including cleaning, portering and help desks in a number of large hospitals in Taiwan.
The company was well established within that sector, although like many healthcare systems, the Taiwanese healthcare system was struggling financially. One of the biggest challenges that the company had was, that at the time we started with them, they they had an employee turnover of 150%. This was having an impact on the quality of their work, customer satisfaction and operational costs.
The Managing Director recognised that they needed to change their focus and move from a financially driven organisation to one that focused much more on the employees. This change started with a focus on 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.