People Centric Turnaround That Scaled Globally
Parachuted in to turn around a failing 1,000+ employee operation at risk of losing its largest client.
NPS: +42%
Efficiency: +60%
Time to competency: 16 → 5 weeks
Attrition down and employee satisfaction through the roof.
Hands-on leadership. Lean Six Sigma toolbox. Rapid execution.
From Barcelona, Spain
UNBELIEVABLE TRUE TRANSFORMATION
Walls became working tools, displaying live project and performance data “The Great Wall of Transformation”. We completely restructured the organization. Added Roles & Responsibilities. From worst to best in a matter of months. Contact me for the full story or read it in chapter 8 and 9.
Kristian worked alongside me as the Change Management Director when I was a board member at CPM International Contact Center. He was focused on transforming the Airbnb account, employing around 1000 staff, from a transactional and reactive team into an innovative proactive team where customer experience was king. He has an extraordinary ability and expertise in analyzing organizational change that demonstrates strong reasoning and problem-solving abilities, and I believe that this will enable him to guide students through critical thinking and applied learning.
– Thomas Johnston Senior Vice President, Regional Operations
"I have a lot of additional responsibility, but no mandate"
And when that happens, three things follow: 1. burn out, 2. the work stalls, and 3. on top of all, they lose credibility with the people impacted by the changes.
Do you know how to build Street Cred and have Mandate to Act?
