The Brief
We were asked to support Nortel Networks with their pioneering work in business process management. The migration from functional to process thinking needs careful managing because it requires more than just mapping the processes. The real challenge involves changing people’s attitudes and behaviour, developing their commitment to seek opportunities, deliver solutions and improve customer satisfaction both internally and externally.

The Solution
Persuading experienced research specialists, technicians and sales engineers to change their ways required some elegant communication skills - which is where we were able to help. We designed an internal marketing strategy which concluded with a series of innovative workshops to shift mindsets and generate ownership for the new way of working.

The key learning points were shared in a conference in Brussels, run by the European Foundation for Quality Management (EFQM). Of particular interest to the delegates was how to win ‘hearts and minds’!