How Organizations Work: Improving Customer Service by Changing Culture

The impact of culture on customer service is demonstrated by this case study, which focuses on the Production Engineering department of one of the world’s largest technological organizations. Specifically, it illustrates how the Organizational Culture Inventory® (OCI®) and Customer ServiceStyles™ (CSS) can be used to motivate, guide, and monitor change. It also demonstrates how the causal factors in the “How Culture Works” model can be used to change culture and the quality of customer service. Lastly, the study highlights some key issues that managers, consultants, and other change agents should consider when planning a culture or customer service assessment.

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