Maximise cross function support
One of the key areas of focus throughout the leadership training was on how partners could support each other across practices. Whilst this was already happening well, there were several identifiable actions that could increase communication and leverage subject matter experts within the different areas of practice. Ross McClymont referred to this outcome as one of the most important parts of the leadership development program. He went on to talk about the difference it has made to the way the office operates on a day to day basis, which has been significant.
“The actions identified for improving cross practice support, and the practical strategies that our partners walked away with have both had a significant impact on the way we operate today.”
Establish a playbook on how to deliver high levels of customer service and value creation
While the group involved in the leadership development program were already displaying excellent client service and value creation within their own areas of practice, it was found that bringing the group together to discuss in more detail how they could better help others, had a significant impact on business improvement. From the ideas shared as a group and the guidance provided by The Leadership Sphere, we were able to develop a playbook to guide us. This has helped set standards and drive consistency in the way we service our clients. It has also become an important part of our overall continuous improvement process and established a supportive and collaborative culture across the different practices of the Melbourne Office.
“From the ideas shared as a group and the guidance provided by The Leadership Sphere, we were able to develop a playbook to guide us.”