Impact of SOLVE© as a Culture-building Intervention- An application of the Service Profit Chain concept at K-India Pvt Ltd

Abstract

Culture eats strategy for breakfast. Most CEOs and leaders understand this, yet they are not able to improve organisational culture. In this case study, SOLVE© is used as a culture-building intervention within the sales organisation of a large electronics component manufacturer. This model is based on Heskett’s service-profit chain.
Purpose: SOLVE© is a unique study targeted to bring about change in the culture. This intervention focuses on employee engagement (EE), which leads to customer engagement (CE), which in turn leads to overall ROI and productivity.
Methodology: This program involved an eight-day intervention by an external coach, spread over a year. The study involves an anonymous employee engagement survey, followed by multiple 1X1 coaching conversations, focus group discussions, and root cause analysis.
Findings: This programme showed the unique connection between EE, CE, and Productivity. This organisation had lower attrition levels and retained customers in difficult Covid times. They continued to deliver results while others in the market were suffering.
Practical implications: – Organizations can choose SOLVE© as a remedial intervention and thereby have a long-term solution for culture development, CE, and productivity. SOLVE© is a unique study targeted to bring about focused change in the culture of any organization.