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."

Client Case C
A Pharmaceutical Company illustrating relationship management, diversity and inclusion, performance and transition coaching.

Client Situation
The Senior Vice President for international sales and marketing for a high growth pharmaceutical company had her hands more than full. Her organization was responsible for the whole business development spectrum for international markets.

On paper, all was going extremely well. Individually, sales representatives were hitting or exceeding their sales goals and receiving high marks from client doctors in their respective regions. New and emerging markets were established and penetrated faster than competitors. Product quality assurance and delivery received few complaints.

But behind the scenes havoc reigned. Complaints of infighting, miscommunication and frustration criss-crossed department employees and were starting to reach Human Resources and the company President. The SR VP felt she was loosing control and self-confidence to manage the group.

Cambio Solution
Cambio Consultants first worked with the Sr. VP to re-establish her leadership. By openly admitting to the issues, and committing to an inclusive team process for their resolution, she began to see employees' attitudes shift from competition to collaboration.

Through a series of assessments, working and coaching sessions, and interventions with individuals and the group, the causes of conflict and communication failures were highlighted. Culturally different perspectives and styles became clear. This highly motivated but disconnected multicultural group was then ready to start working as a team on their joint issues and relationships.

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Testimonials

"You saved me from failure at the hardest managerial challenge I have yet experienced."


"Your approach is unique … you cut right to the issues when I felt surrounded by vagueness & apprehension."


"With your facilitation, we have made great progress at teamwork …
I can honestly say I enjoy my colleagues now."

Client Case D
A Multi-Agency Social Service Institution illustrating strategic change management, relationship management, and diversity and inclusion

Client Situation
A large and culturally diverse multi-agency social service organization wanted an integrated institutional identity. The new identity became the spearhead for a broad change strategy to re-invent a "dysfunctional" corporate operation. A key initiative was to increase funding sources while decreasing internal costs. The institution was made of 35 decentralized agencies, each with its own mission, autonomous management and client base.

The senior management team, made up of agency heads, was charged by the CEO to start the major culture change process by defining a joint mission statement and major change strategies. Some of the team's early challenges were: they had never operated as an effective team before, a high sense of urgency due to financial instability, concerns about the CEO's authoritarian style, and the complexity of defining common ground.

Cambio Solution
Cambio consultants were initially contracted to facilitate a two-day retreat. All participants interviewed declared the retreat's primary goal should be for them to learn to be an effective team. Secondly, an explicit process for moving forward needed to be put in place.

Cambio consultants facilitated a high-performing team process that emphasized both relationship building and results. Once the members clarified their purpose, vision, norms and priorities, the members felt safe and "could tell their truth". Through dialogue they developed understanding of their unique and common business needs, cultures, and challanges. The team debated and created a first round mission statement and committed to a transition team process and twelve-month action plan.

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Testimonials

"You helped us reach solid common ground and as a team recognize our joint assets and liabilities."


"This is a tough group. Before this retreat, I didn't think we would be able to come together as a team. Now I feel optimistic!"