Spa operating procedure | FAIRMONT SPA DIVISION

How do you create a consistent procedure across the globe for all the basics e.g. reservations and check-in? Solution: For each procedure, collect the “tried and true” variations from our own spas, distill them into one version and then apply a brand filter.

I.T. principles | CANADIAN DEPOSITORY FOR SECURITIES

How do you help an I.T. department make quicker and more reliable decisions about new projects (i.e., eliminate costly mistakes)? Solution: Align the various company strategies and guidelines that govern their projects to arrive at one simple set of principles.

Launch maps | ASTRAZENECA

How do you help product teams use their time and resources more effectively when ramping up for a new product launch? Solution: Create maps that outline the key actions "owned" by each business function involved in launch, and the timing of each action.

Decision-making model | ASTRAZENECA

How do you improve the efficiency of a cross-functional team at monthly meetings? Solution: Create a decision-making process that breaks down the work into four steps and distributes it across the team including an “Owner” who oversees the process itself.

Internal review process | ASTRAZENECA

How do you help employees to understand the revisions to a company-wide mandatory internal review process for promotional materials? Solution: Create a user’s guide that speaks to their needs, and assign a Champion in each department to offer coaching.

Help for field teams | ASTRAZENECA

How to you help a field team ensure that their requests receive a timely response from home office? Solution: Change the communication style and process used with home office to be more concise and immediately convey priorities i.e. “Close the loop.”

Dream Drivers | ROYAL BANK

How do you improve customer service in a “back office” where no one sees the customer? Solution: Challenge employees to invent a creative and inspiring way to define their relationship with the customer i.e. “Dream Drivers” for “Royal One Dream Team” navigate a rally to deliver the customer’s package (documents) to the finish line.

Shifting into Excellence | ROYAL BANK

How do you invite employees take ownership of customer service improvements? Solution: Help employees to identify the small gaps in their daily work that detract from service excellence and the small "shifts" in behaviour that would close these gaps. Continue the Dream Driver theme; use road signs to illustrate the shifts.

Strategy maps for loans | ROYAL BANK

How do you streamline the processing of loan documents and improve the department's relationship with field agents at the same time? Solution: Help employees create two critical "Strategy Maps" (showing the two sides of the relationship) and dozens of ideas to support a more efficient and people-friendly process.