Rebuilding culture in a service organisation

After a change in leadership and a reset strategy, claims service group was seeking to stabilise and embed its new structure and ways of working. As part of this process, the leadership identified the need to define and build a robust culture that would bring the team together and support the achievement of the group’s strategy. The Artemis team worked closely with the leadership team and staff across the group. Through interviews, workshops, ‘drop-in’ sessions and a staff-wide survey, we gathered rich qualitative and quantitative data, which were analysed against our tried and tested Cultural Diagnostic. The data gathered allowed us to present the group with a clear picture of the current state culture, and clearly identified the highest-value opportunities to realign it to the identified future culture that would best meet their strategic agenda for the future.

The resulting culture action plan provided structured, sequenced, and practical initiatives to help shift the culture over time, whilst the accompanying communications plan provided the leaders with the tools and support to be effective and influential leaders of cultural change.