, Dec 14, 2015
“Pulse translates the survey results into an adoption status for each team. That gives us an insight into each team’s perception, so we can define targeted and customised interventions.”
- Tino Otsen, Change Management Delta Lloyd -
The customer
Delta Lloyd Group is an expert, reliable and accessible financial services provider. A trusted partner for insurance, pensions, investing and banking since 1807. Goal is to offer financial security, now and in the future. Delta Lloyd Group delivers clear, reliable and contemporary products and services that meet their customers’ needs and creates value for them, our shareholders and our employees.
The challenge
“Projects are set up to achieve a new, desired situation. The emphasis is generally on processes and systems. But people themselves develop, and what good are new processes and a good system if the people don't believe in it? If they don't understand why they have to work with it and even start to resist it? Then you achieve nothing. It has repeatedly been shown that a successful installation of processes and systems does not amount to a successful implementation and is no guarantee of a successful project.”
The solution
“Everyone received an e-mail with a link to the survey. The tool translates the survey results into an adoption status for each team. That gave us an insight into each team’s perception, so we could define targeted and customised interventions.”
The advantages
“In projects you often hear people voicing vague gut feelings by the coffee machine and you don’t know whether they're shared by more people. So there’s not much you can do with them. This tool makes those feelings concrete and tangible. The results even give rise to overall recommendations such as ‘Don't accept the complaint, but ask what’s necessary to resolve it’ or ‘Celebrate the successes’. That’s an enormous help when mapping out actions.”
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