global customer service & change management case study
DESCRIPTION
Roche, one of the world’s largest pharmaceutical companies, retained Universal Consensus to help them improve performance in global customer service and global change management. http://www.universalconsensus.com/TRANSCRIPT
UNIVERSAL CONSENSUS CASE STUDY AT A GLANCE
Global Customer Service and Change Management
www.UniversalConsensus.com
BUSINESS OVERVIEW
Roche is a Swiss global healthcare company that operates worldwide and has over 80,000
employees. Roche discovers, develops and provides innovative diagnostic and therapeutic
products and services that deliver significant benefits to patients and healthcare professionals.
CHALLENGE
Roche identified its key challenges within HR and Global Mobility as offering consistent
customer service to internal customers based on a strong service ethos as well as challenges in
global change management. Roche’s global HR functions services executives, line managers,
and other employees across a multitude of markets making global skills imperative.
SOLUTION
The Universal Consensus BMIA™ Assessment was performed utilizing the six comprehension
lenses of the model to determine the main gaps in Roche’s global operations. Using the
assessment stage findings Universal Consensus in conjunction with Roche was able to identify
the key areas where improvements had to be made. During a highly collaborative 1-day
workshop on site in Basel, Switzerland, the Universal Consensus team worked with Roche
Global Mobility team and other HR functions to tackle the identified challenges. After the
workshop the participants’ skills in global customer service and change management were
significantly improved and there was a better global consensus around the challenges and how
the team could solve these challenges together.
“Universal Consensus provided inspirational and engaging leadership in facilitating a change
management and customer focus empowerment session with our global HR team. By sharing an
excellent balance of best practice and cultural contexts, coupled with actual strategies for
practical applications and through interactive break outs, every team member concluded that a
day with Universal Consensus opened doors to creative thinking and left us with a new concept
on the power of possibility. We look forward to continuing to work with Universal Consensus to
produce great transformative results.” - Tricia Stewart, Head of Global Mobility, Roche
International, Switzerland
For More Information: +1 760 696-0151 [email protected]