The Context

One issue common to most IDCs is that their geographical separation almost forces a lack of Customer Centricity. Given this context we set out to understand the various systemic issues and how they might be addressed so as to drive customer centricity and in turn business growth.

Our process

We started out with a deep diagnosis to understand the mindsets of the various functions at the IDC, including ferreting out the distinctions between tenured folks and more recent hires. So as to be able to get to deep-rooted problems and to understand interpersonal dynamics, we used a card sorting tool to get folks to build out their ecosystem of relationships at work.

WHAT WE FOUND

key issues to be addressed - A Co-creation session

Having identified the various issues ailing this IDC, we realised that alignment across the leadership and key team members was critical if the said issues were to be addressed. With this in mind, we got into a co-creation with the leadership and their direct reportees, to arrive at how we might address the various issues ailing their operation.

Next Steps

These solutions are now to be rolled out in a phased manner within the IDC.

Also See