IMPAQ Case Briefs
IMPAQ has repeatedly assisted organizations to increase accountability and achieve measurable business results. Review IMPAQ’s case studies for companies implementing business change, culture change, leadership development, team building and employee engagement in a variety of industries internationally.
IMPAQ’s unique strength in achieving measurable business results is based on measuring Execution, Relationships and Deliverables. In addition, these measurements are correlated to portray a clear and meaningful picture of organizational effectiveness and success. Whether increasing performance, reducing costs, implementing change, increasing trust, or improving customer satisfaction, IMPAQ exceeds client expectations.
A Multinational Petroleum Organization
Their Challenge
Faced with resource cuts, this large organization needed to restructure into business units and improve productivity and sinking morale.
IMPAQ Solution
Using our Core Accountability Methodology, we helped orchestrate the change and developed interlocking accountability between newly formed business units and centralized functional departments. We developed internal change agents and assisted them in implementing cross-functional accountability within each business unit and central functional areas.
The Result
Within one year of implementation, this organization met their productivity goals for the first time in 5 years. Even though the change was initially met with resistance, morale showed a 20% improvement by the end of the implementation according to the organization’s standard surveys.
A Major Retail Chain
Their Challenge
Declining sales and reduced resources required this organization to improve teamwork and customer service in their department stores.
IMPAQ Solution
IMPAQ developed internal change agents to implement its Core Accountability Methodology within each of the stores. In addition, each leader was developed to support the change with IMPAQ‘s Accountability-Based Leadership Program, emphasizing strategic coaching for store managers.
The Result
Stores which implemented Accountability increased store performance as much as 20% within 6 months. As a result, both customer satisfaction scores and revenue generated increased. The organization is now financially healthy and sustaining their improved business results.
A Telecommunications Company
Their Challenge
They were facing declining morale and performance with the announcement of an acquisition by another organization.
IMPAQ Solution
Starting with management and then moving to the rest of supervision, IMPAQ applied its Facilitation Mastership training program. Coaching leaders of the organization on Accountability-based change supported the transition.
The Result
Performance and morale continued to improve throughout the three months leading up to the take-over by the new organization. After the transition was complete, the new organization acknowledged the combined firms for their unusually high morale and cooperation during the transition.
A Medical Center
Their Challenge
To increase quality of care, productivity and morale in order to prevent being taken over by managed care. To create an organization-wide culture change committed to accountability and a healing health care environment. They intended to become the recognized health care leader in the community.
IMPAQ Solution
IMPAQ assisted the organization in restructuring management into a structure that modeled interlocking cross-functional Accountability. The Accountability Core Methodology was used with every functional department and linked to each person’s performance management and appraisal. All levels of management and supervision were trained in the full series of Accountability-Based Leadership, including Strategic Coaching, Taking Advantage of Change, Customer Service and Accountability Based Facilitation.
The Result
This organization is viewed as a benchmark in their industry. They have consistently ranked in the top employers in Oregon as rated in Oregon Business Magazine’s Best Places to Work In Oregon. They also achieved their profitability and productivity goals during the past 7 years. They achieved the highest rating of any health care organization for energy efficiency and became a leader in becoming ISO certified. They maintain high levels of morale according to industry standards and have grown to providing regional care to better support a larger community.
An IT Department of a Major University
Their Challenge
To implement newly formed department values, while increasing customer satisfaction, productivity and morale. They also needed to deal with declining resources and turnover of key talent.
IMPAQ Solution
IMPAQ first worked with Leadership to turn their newly formed values into Success Factors of Performance Execution that could be measured and linked to their performance goals. We implemented Service Excellence and the Accountability Core Methodology within each functional area to include all managers and employees.
The Result
The IT Department received 2 customer service awards within the first 6 months after implementation. Later that year, they demonstrated customer satisfaction improvements and an increase in overall morale by 25% based on a standardized University climate study. They also achieved a 35% increase in trust in leadership. Five years later the department has continued to sustain customer satisfaction improvements, increased productivity based on projects completed, and increased retention of key talent.
