Empowering
middle
managers to lead
change.
Insights and opportunities are unlocked when middle managers are introduced to new tools and asked to reimagine existing processes. Senior leadership supported their managers and encouraged them to explore new horizons.
Tony
Over 12 years as a people manager
Worked closely with two other managers from different departments
Promoted within the company multiple times
Doesn’t fully understand legacy processes
Isn’t looking to take unnecessary risk
The company has around 2,000 employees and is in an industry regulated by government oversight but requiring innovative thinking. In the new workplace there is an increased need for middle managers to take on more responsibility for driving innovation while also respecting the current way of working.
Five managers worked together to evolve business processes
Engaged 2,000 employees with an adoption campaign
Reduced the time spent by customers on service calls by 10%
Results
The initial objective for the engagement was to introduce people to new software investments and persuade them to adopt them based on new features and functionality. The main problem faced was a lack of practical application based on current ways of working.
The solution was to chat with middle managers and discover where the problems were located and their ideas on how to solve them. Expert instruction provided understanding of how the new software features and functionality could support their solutions and, in some cases, offer new insights and ideas. The result was a modern, and more robust, strategy to fix real problems.
As ideas developed and were implemented into the existing business models, the flow of work became the evidence and story used to convert the rest of the company. Leadership saw this effort and took notice of the business impact, not the software, and started to build a scaled approach based on the template used with the first group of managers.
The company is now focused on discovering micro-improvements as a fundamental strategy of their business plan.
“Working with Carpool opened our perspective and allowed us to see further through the experience of our managers. Our business model has been permanently influenced by insights that were latent inside of our people.”
~ Tony ~
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The information outlined in this case study is based on an actual Carpool engagement.
