Client

A Large Facilities Management Company

Project Description

We developed the Living the Values program for our target audience. The objective was to create an immersive experience, where learning is hands-on rather than lecture-based, intrinsically motivating participants to live the company’s values in their interactions with each other and with customers. The program was delivered in English, Urdu, and Hindi. To ensure comprehensive coverage of all front-line staff, the program was conducted every Wednesday and Thursday for three years.

Geographical
Coverage

UAE

Employees
Impacted

Supervisors, Janitor, Carpenters, Painters, Plumbers, Technicians, Help Desk.

2,120 participants

Situation

• The company wants to integrate customer service aspects with the company’s values and deliver that to the front-line staff in a way that they can relate to it and apply them in their day to day lives.
• They aimed at achieving a better understanding of organizational values and their application everyday at work while serving their customers.
• The program design had to be simple and yet intensive enough to drive those key messages.

Talent Pool
Involved

The project was led by Group HR team and CEO provided the executive sponsorship to the entire project.

Impact

Over 95% feedback rate for every program. Overall customer satisfaction scores improved by 10%. Healthy increase in overall Employee Engagement rate.