Can you please help us in building a culture that supports Better Ways of Working?

About Vodafone
The client challenge

Vodafone Group plc is a British multinational telecommunications company. Its registered office and global headquarters are in Newbury, Berkshire, England. It predominantly operates services in Asia, Africa, Europe, and Oceania. As of November 2020, Vodafone owned and operated networks in 22 countries, and had partner networks in 48 further countries. Its Vodafone Global Enterprise division provides telecommunications and IT services to corporate clients in 150 countries.

The client challenge

Vodafone needed to assess the corporate culture of its customer to determine their readiness, resistance, willingness to change and embrace NWOW. Furthermore, they needed an assessment of the stage of their organizational development/status and thus the key drivers for embracing NWOW. And finally, they expressed a need to elicit key dilemmas faced by the Vodafone customer, and/or how adopting NWOW would manifest in different dilemmas, or different priorities and thus how NWOW can contribute to resolving such dilemmas and thereby deliver business benefits to the Vodafone customer.

Our approach to New Ways of Working
1RECOGNIZE2RESPECT3RECONCILE4REALIZE

Recognize

In the first phase we further clarified on what NWOW means in practice and how to diagnose resistance to change, elicit dilemmas in this specific context. We co-developed a pilot online diagnostic and (software) access tool for Vodafone to be able to search and retrieve from customer responses to online tools.

Respect

We co-developed a workshop program to induct selected internal Vodafone champion group members and completed the online diagnostics (as themselves or simulating a customer). In these workshop(s) we developed their skills and knowledge of using THT approach with Vodafone customers in NWOW. We finalized this phase by reviewing and fine-tuning online diagnostic where appropriate.

Reconcile

Vodafone core team applied the diagnostics and follow the NWOW methodology with client organizations with some initial ‘hand holding’ by THT. We configured software vehicle for Vodafone to share successes and best practice (e.g. forum, blog) – access restricted to ‘certified’ Vodafone staff (that those, who have been ‘trained’ to use online tools and THT dilemma methodology).

Realize

Vodafone extend number of ‘certified’ staff by running any further workshops themselves and subsequently, Vodafone developed the process themselves without dependence on THT (although THT available for further support as and when required).