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Client: a major branded retail restaurant chain.
Issue: The client was experiencing a reduction in the average customer spend as well as a decline in the number of customers returning for a second visit.
WRA solution: We designed an original and innovative customer care concept and training solution. This not only gave skill and knowledge to the teams, but inspired all levels of the business and motivated them to want to make a dramatic change of behaviour in caring for people.
Result: The training has resulted in very visible changes in behaviour and attitude and the concept has been adopted by the whole company. The CEO claims that this is far more than customer care training and has become part of the culture. |
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Client: An organisation
that provides the most accurate, reliable and detailed
geographical data for Great Britain.
Issue: The client wanted a leadership training programme to boost the performance of all levels of management.
WRA solution: Our team
of consultants designed a five-day programme to help the
managers develop the behaviours and attitudes needed to
be successful in the 21st Century.
Result:
After an extensive tendering process the client accepted
the programme we designed. We successfully delivered a
Leadership Programme to 400 senior, middle and junior
managers over an 18-month period. We successfully aligned
the programme to their long term strategic vision and
as a result the organisation now has a recognisable leadership
style which is visible throughout the management tiers. |
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Client:
A leading UK tourist attraction.
Issue:
A number of senior management were in need of coaching support during a period of change.
WRA
solution: We provided coaching and business mentoring
to support the managers over a period of 12 months. Together
we looked at the long-term business strategy for the venue
and helped them embrace the changes and approach their
new positions with a positive outlook.
Result:
The senior managers and their teams are now on course for continued success. In recent months one of the senior managers was promoted internally to the role of Director; a role he had not hitherto envisaged for himself. |
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Client:
A housing association with over 400 tenants in the UK.
Issue: The Government
recently began to encourage smaller housing associations
in England and Wales to partner with larger associations
to benefit from new funding procedures. As a result the
client organisation increased its number of employees
by 25% in less than nine months.
The client wanted to implement a competency-based framework
to ease the transition.
WRA
solution: After liaising closely with the client’s
HR department we suggested a four-phase solution:
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Redesign of their
appraisal paperwork to include competencies |
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Development of written
guidelines to help all employees understand the
framework |
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Training managers
and non-managers to use the framework in performance
management |
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Training managers
to use the framework for recruitment and selection |
Result: Our proposal
was accepted and we worked with the client to develop
and implement a competency framework tailored specifically
to their needs. |
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