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Client
Case A
A Health Management Organization (HMO) illustrating diversity and
inclusion, organization and culture assessment and strategic change.
Client
Situation
A
California HMO's fastest growing region was in the eastern part
of the state where a mix of Latinos, African-Americans, Mung Chinese,
Laotians, Filipinos, Mainland Chinese, Hawaiians, Vietnamese, East
Indians and Native Americans and Caucasians lived. The HMO's employed
staff were as diverse as its members. In addition, foreign-born
physicians were hired and relocated to California.
The
result was that at any given point several cultures, styles and
assumptions were present in the exam rooms. Turnover was higher
than competitors as were the number of sick days taken by employees.
All the indicators for organizational health were trending in the
wrong direction.
Cambio
Solution
Cambio
consultants performed an extensive culture and workplace environment
survey. Results showed that conflict was pervasive within and across
departments. Patient and employee satisfaction were so low that
many staff said they would not recommend the HMO to their family,
friends or neighbors.
To
improve understanding, reputation and performance, a region-wide
multi-faceted diversity initiative was launched. The approach included
orientation to culturally competent care for new physicians, diversity
and conflict management training for all staff, monthly open forums,
and management development and leadership coaching for members of
the top team.
Two
years later, a re-survey showed statistically significant improvements
in every assessment category plus major reductions in patient complaints,
an increase in patient satisfaction, and an 80% drop in intra-department
and inter-department conflicts. They have also become an employer
of choice in the region.
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Testimonials
"Winning
the company's annual 'Achievements in Diversity' award is all the
proof and recognition we need ."
"It
is easier for me to speak out against racism or intolerance at work
when my management supports me in reinforcing zero tolerance."
"When
I hear 'diversity' what comes to mind now is enrichment - different
ways of looking at things that add up to more than the sum of the
parts."
"You
have truly made a difference here. Your openness, authenticity and
willingness to take risks to help people grow are inspiring."
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Client
Case B
High Tech Digital Media illustrating strategic change, relationship
management and strategic communications
Client
Situation
A shift in Digital Media Company's top leadership resulted in key
changes in direction and strategy across the entire enterprise.
The three independent HR organizations in three geographies needed
to be aligned into a single unit capable of delivering improved
core HR services and consulting on a global basis. Finance and IT
were similarly charged.
The
EVP of HR was given three months to deliver to the Board and CEO
a fully developed, negotiated, resourced and communicated HR Shared
Services strategy and an implementation plan with no breaks in service.
Cambio
Solution
Cambio consultants worked with key internal HR employees and their
internal customers on a HR Design Team. The HR community and their
internal customers were surveyed on the strengths and weakness of
the HR systems. The HR systems were then benchmarked against best
practices of other companies.
Based
on these assessments, a master change and implementation plan was
created with frameworks for infrastructure and technology changes,
a comprehensive communication plan, and transition plans and workshops
for all impacted employees.
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Testimonials
"Your
group process and interpersonal capabilities gave us the foundation
to successfully deal with our own team dynamics - to address the
resistance to change 'out there' and 'in here'."
"We met every scheduling, communication and
budgetary milestone along the entire six month journey - and we
arrived together and committed."
"It was clear to the whole team that we benefited from working with
you. Our timeliness, quality of design and innovation as well as
our level of trust and teamwork were all vastly improved. "
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