Challenge
Assist us in developing a vision for Menzis’ customer service that is clear, shared and broadly embraced both within and beyond C&O. This vision must be sufficiently innovative in the short and long term and align with the organization’s capacity for change.
Approach
The strategy development approach consists of four steps: analysis, strategy formulation, strategy translation and strategy execution.
- Analysis: Examining the organization in its context, both internally and externally
- Strategy formulation: Making strategic choices on how the organization responds to its environment
- Strategy translation: Translating strategic choices into concrete activities with measurable success
- Strategy execution: Implementing and executing the strategy
Results
- An agile Strategic Compass: a one-page overview translating the mission and vision into concrete initiatives
- Customer service values jointly formulated and internalized
- Measurable objectives for tracking progress
- Personal change stories related to the strategy and engagement of employees from various clusters in the strategy
- Ownership of various components outlined in the Strategic Compass
