Change is the only constant, especially in today’s digital era. This case study highlights our journey with a pharmaceutical company’s Head of IT who aimed to instill a more customer-centric and proactive culture in the Project Teams and other IT support functions. We developed a unique series of workshops and implemented the Action Learning methodology to foster new skills and behaviors within the teams.
- Customized Workshop Development
Recognizing the company’s desire for a more proactive IT team, we designed a tailored series of workshops. The aim was to train the team members to act as IT consultants and trusted advisors to their internal customers. The workshops covered areas such as understanding customer needs, proactive communication, and making informed technology recommendations based on customer requirements. - Implementing Action Learning
To reinforce the learnings from the workshops and promote behavior change, we proposed the use of the Action Learning methodology. We formed small action learning teams, each facilitated by an experienced action learning guide. Each team member shared their personal development goals, and the team brainstormed recommendations for development. This collective problem-solving and goal-setting approach helped foster a sense of unity and shared responsibility within the teams. - Progress Over Time
Over the course of six months, we observed substantial changes in the behavior and attitudes of the IT team members. Confidence levels rose, and the team began to proactively engage with their internal customers, showcasing their knowledge of technology to provide informed recommendations. The frequency of consultations with customers increased, fostering stronger relationships between the IT department and the rest of the organization. - Outcomes and Benefits
This tailored approach to learning and development resulted in several positive outcomes for the company:
a. Enhanced Proactivity: The IT teams demonstrated an increase in proactive behaviors, reaching out to their internal customers to understand their needs and provide suitable technology solutions.
b. Stronger Customer Relationships: The frequency of consultations with customers rose, leading to better rapport and understanding between the IT teams and their customers.
c. Improved Business Solutions: With the IT team acting as trusted advisors, the business gained access to up-to-date IT knowledge and solutions to tackle their business challenges effectively.
This case study demonstrates the potential of a proactive, customer-centric approach within IT teams in the pharmaceutical sector. By developing customized workshops and employing the Action Learning methodology, we were able to help the company’s IT teams transition into proactive trusted advisors, leading to increased confidence, improved customer relationships, and better business solutions.