CHAPTER 4
CUSTOMER AND ENTERPRISE SERVICES (CES) DIVISION OF A FORTUNE 100 ORGANIZATION
MICHAEL SCHECTER, JOHN PARKER, AND JUDY ZAUCHA
How transforming the talent management systems and culture of a Fortune 100 insurance company’s operations division created new profits, decreased costs, and improved productivity.
• Business Background and Challenges
• The Roots of the CES Transformation: Leadership and Process
• The Personal Transformation of John Parker
• Assessment Drives the Need for a Whole System Transformation
• The Process to Transform CES’s Whole Body
• Diagnosing and Designing the Whole System Transformation: The Leadership Alignment Event
• Aligning Behind the Common Vision: Thrill Our Customer
• Aligning Behind Common Values: ...
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