The Connor Consultancy - "We see things differently"
Case Study
Organisational Change
The Business Objectives
Part of the BAA business Vision is about delighting passengers, airlines and retail customers, day in and day out through "delivering excellent experiences, every time."
The Business Issues
The Customer Services Directorate (CSD) Leadership team at Gatwick was newly formed. Their challenge was to quickly become a high performing CSD leadership team that had the skills and desire to make the vision a reality.
Project Tasks included:
- Individual feedback sessions with all the managers using a battery of psychometric profiles.
- Linking these learning's back into their day to day jobs.
- Providing the foundations for the creation of a CSD Learning and Development Roadmap.
- Working with the CSD management team to build a benchmark tool that measures the return on training investment.
- Identifying with the managers the skills they have already applied on the job and tracking what still had to be done.
The Business Outcomes
- The CSD senior management team is on schedule in implementing the Business Vision, demonstrating that they are already moving towards being a high performing team.
- There is a fierce loyalty contained within the team in which they are demonstrating strong leadership skills in the areas of courage, communications and enabling others to want to deliver a great passenger experience.
Related Links
- Executive Coaching
- Mergers & Acquisitions
- Organisational Change
- Performance Management
- Training & Development
