Shifting from Conflict to Collaboration –
"Putting all the Pieces Together"
The Challenge
DNV-GL had piloted a new support system for customers that transitioned from multi point contacts to a centralized account representation model. The system received positive feedback and support from the Aeronautic and Automotive channels.
As DNV-GL rolled out the new model to additional channels the outcomes were not as positive. Internal teams were resisting change and not adapting. A lack of effective communication and service created customer frustration and increased troubleshooting for the sales team.
The senior leadership team expressed a desire to leverage the general session of the annual conference to shift the mindset from conflict to collaboration. How might the DNV-GL operations and sales teams increase customer satisfaction levels by working as a cohesive, customer centric organization?
The Solution
CL Network recommended a customized keynote – “Putting all the Pieces Together”.
This interactive session challenged multi-disciplinary teams to work collaboratively to build a puzzle within a limited amount of time. All teams faced the identical challenge, no picture was provided to guide the building of the puzzle.
When the puzzles were completed the DNV-GL team was challenged to reflect on why they would tackle a collaboration workshop using a puzzle exercise. This was an opportunity for honest discussion about how teams are linked together like the pieces of the puzzle. What was the strategy to build the puzzle? What happened when certain pieces didn’t “fit” or were missed completely? When challenges occurred why did some teams assume “negative intent” such as switching pieces or deliberate sabotage? As the teams explored the puzzle exercise, discussion moved towards instinctive team dynamics. Why do teams automatically become competitive and how does a competitive mindset impact your actions, decision making and team results? What happens to customer satisfaction if we don’t deliver the completed puzzle every day?
Teams were asked to brainstorm ideas on how to collaborate more effectively to increase customer satisfaction. Each team presented their top 3 solutions with tactics on how to implement the ideas immediately.
Each team was asked to sign their puzzle and place it in the frame that was provided. The puzzles were distributed to regional offices and departments as a visual reminder of the Annual Conference and the importance of collaboration.