Transformation Leadership Experience
informing Taft’s approach
Customer Service
Workforce
Transformation
National Healthcare Organization
Major healthcare-market disruption required a large member-service organization to evolve from a primarily transactional service model toward more consultative consumer interactions.
~120Employees and contractors within the transformation organization
4Managers led directly
Outcomes from transformation leadership experience informing Taft’s approach.
Scale and complexity
- Large-scale customer-service workforce
- Significant role and capability transition
Transformation focus
- Workforce transformation
- Leadership alignment
- Role evolution
- Capability development
- Learning
- Performance support
- Adoption
- Time to proficiency
- Productivity
Result
~$12MIn annualized benefit
Value was associated with:
- Reduced training time
- Faster time to proficiency
- Improved workforce productivity
Outcomes from transformation leadership experience informing Taft’s approach.
About this experience
Experience gained while leading transformation inside other organizations.
Workforce & Operating Model Transformation
Prepare the organization for new ways of working.
Explore the CapabilityMove transformation forward with confidence.
Let’s discuss where strategy, technology, and workforce change need to move together.
Discuss a Transformation