Below are examples of two client organizations working to engineer transformation by delivering a competitively superior customer and employee experience.
The Steak n Shake Company
Steak n Shake Restaurants understands that the interaction between their Associates and their Guests is central to their long term success. Working with The Service Profit Chain Institute, the management team at Steak n Shake has developed a 5 year plan to
engineer a transformation process that began with understanding the economic impact of truly bringing the Service Profit Chain to life. A comprehensive implementation plan, has been developed. This program begins with a deep understanding of the guest and associate needs and is followed by a series of initiatives to move Steak n Shake closer to its long term vision.
CA (formerly Computer Associates)
With new leadership in place, the foundation was laid to begin a customer-driven transformation of one of the world’s premier software companies. CA has worked with The Service Profit Chain Institute to guide the development of their Vision, Mission and Core Values and then develop a “Transformation Roadmap”: a three year plan to harness the commitment and knowledge of the entire organization toward achieve better results for Customers, Partners and Shareholders. Key initiatives include:
• Re-engineering the customer and front-line employee measurement system • A comprehensive communication strategy • Launching six Councils of cross-functional leaders to guide the transformation effort
• Design of the CEO’s Leading the Transformation leadership development program to the top
500 leaders in the company
SPCI provides customized solutions to executive teams interested in learning more about Achieving Breakthrough Value management practices and their relevance to their business. Working with a senior consultant, a combination of assessment tools and onsite management team workshops will provide executive teams with a strong foundation around the core concepts as well as an implementation framework for taking action based on their own data.
Steps to Customization
1. Understand the current business plan and establish client-specific objectives
for the program.
2. Design an initial approach and test
with key stakeholders.
3. Collect and analyze all data based on
design choices.
4. Conduct 1 to 2 executive team
workshops using an Action Learning
model.
5. Evaluate effectiveness of the program
and assist with next steps.
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The Service Profit Chain Institute
44 Baker Hill Drive
Hingham, MA 02043
