Profit improvements as a result of culture change
This Professional Services firm first reached out to Gibsons to deliver a Strategic and Business Plan.
The company had no decision-making mechanisms within its existing structure.
Whilst the senior managers were brilliant technicians and subject matter experts in their area of specialisation, there was no understanding of management as a separate area of skill and expertise, essential to the smooth running of a healthy business. They didn’t know what they didn’t know, so bringing in a third-party experienced consultancy like Gibsons was a starting point on that journey.
Once Gibsons were engaged in the project, it was discovered that there were many underperforming key staff; a significant drag on efficiency. There was a strong focus on Operations but the absence of performance measures and regular management of expected standards had led to a lack of accountability in many areas. This had started to feed a toxic and unhealthy culture.
It is an all too common assumption in organisations that skilled, degree-qualified adults should be able to manage themselves.
This may seem like a reasonable belief, but it is almost never the case that all parties come to the table and contribute equally, enthusiastically and consistently over any period of time without good management practice.
Management is a skill and a discipline that is absolutely required in every business.
To assist with this, Gibsons implemented our Employer of Choice program to engage staff, align them to business goals and build a culture of accountability based on core values. As part of this, the CEO opted for personal leadership mentoring. Supervisory staff were also mentored. Soft skills training around people management, personal performance and project management was delivered to select staff for upskilling.
In addition, an effective board structure and practice was implemented along with sales management practice, Key Performance Measures and a management reporting regime.
The turnaround in business improvement took 4 years and resulted in an EBIT improvement from 10% to 15%. This is significant for a Professional Services firm in this firm’s sector. Importantly, we were able to embed sustainable improvements in engagement, culture, human performance and morale leading to increased customer satisfaction.
Never underestimate the importance of having all your people working towards the same goals to shared and agreed standards.
People and their synchronised alignment with business goals is at the core of business success.