Focus, Communicate, Own
The centrality of the customer became very real
Firstly, Stephen was able to cut across the various boundaries that exist between divisions and companies – looking at the issues instead of the personnel. This enabled us to focus on what the company really wants to do. The centrality of the customer became very real.
Changes were essential and the need for implementation was urgent
Secondly, Stephen was very effective in communicating the definitive, detailed reasons behind the changes suggested. He repeatedly reminded us that there were valid, functional reasons for the changes; that in order for TFL to survive and position itself for future stability, changes were essential and the need for implementation was urgent.
Change ultimately enhances both customer service and corporate health
Finally, Stephen helped staff discover their sense of ownership of both the problems inherent in the organizational structure and their ability to initiate change. They realized that change ultimately enhances both customer service and corporate health.
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Taito Tabeleka
Chief Executive Officer
Telecom Fiji Limited
Fiji Islands
