The consultant amongst organisational researchers
The following are two practical examples that illustrate how you can profit from our advisory expertise:
Demonstrating the dangers of burn out and bore out
Due to politically driven changes in the market climate, one of our medium-sized clients had to completely restructure its organisation from the bottom up. Whereas employees were once judged on their ability to work with their hands, specific IT know-how was now needed. Bit by bit, the rather static processes used in the past needed to be replaced by dynamic networks.
Through an employee survey, we were able to identify the right mechanisms to employ in order to put the organisation on the best path to meet future challenges.
Process of change leads to imbalance
The already ongoing process of change led to a clear intensification of the "service-provider effect": The work load being performed by the service providers increased significantly, while other employee groups had correspondingly less to do. The reason for this was the ineffective and sub-optimal division of labor by management. Even though this behaviour was completely understandable, it nevertheless had negative effects on the organisation:
- 20% of personnel were at risk of burn out
- 32% of personnel were at risk of bore out
- -35% suggestions for improvement from those at risk of bore out in comparison to others
- -47% commitment from those at risk of bore out in comparison to others
- -20% process efficiency in areas with those at risk of bore out
As a result, the market leader lost innovative capability. The process of change reduced the organisation's efficiency and productivity. Based on these results and in collaboration with the customer, we were able to introduce several effective measures:
- Job descriptions and specifications were revised
- The management profile was defined in greater detail
- Training criteria for leadership positions and master’s degrees were revised
Personnel selection: Which types of decision makers will help your company to advance?
The importance of scientifically reinforcing the selection criteria for personnel is demonstrated by a case study for an operator of numerous large call centers. The company charged us with optimising the selection process for new agents. The goal of the project was to identify at an early stage those applicants who would be especially successful later on. Based upon the GRIPS types developed by Vocatus, a classification model of decision-making types, the bargain-hunters types proved to be the most successful salespeople - even when dealing with customers who were themselves not bargain hunters. In comparison to all other decision-making types, their conversion rate was twice as high.
In turn, training costs were correspondingly also lowered, because only agents with a much higher success rate were hired in the first place. They demonstrated greater dedication and stayed with the company longer.
These examples demonstrate how important it is to optimise personnel, not by relying on rigid hypotheses but using individualised analyses and measures based on tangible results.