PhonepayPlus

case study - culture audit and change management workshop

The Brief

PhonepayPlus is the UK government regulator for premium telephone services.  In a fast-moving, technically agile industry, service regulation is always challenging.  In order to achieve the organisation’s focus of protect, pre-empt and prevent, a culture which promotes innovation and agility is essential.

There were three strands to this assignment; firstly to provide PhonepayPlus with a better understanding of their current culture, secondly to identify the behavioural changes necessary to achieve the preferred culture and finally to obtain buy-in from staff through a workshop.

The Outcome

The culture audit showed clearly how current behaviours were driving and shaping performance.  By identifying the preferred culture, it was possible to complete a gap analysis – by making a comparison with the current culture. This provided the focus for change management activities.

A very clearly expressed desire was found at all levels of the organisation for a future culture which placed equal emphasis on people and getting the job  done - a constructive culture which would sit very well with the organisation’s mission.

The workshop provided staff with a much better understanding of the PhonepayPlus culture and its implications for them personally and for the organisation.  The link between behaviour and culture was established and emphasis was placed on personal responsibility.  Individuals were equipped with powerful self-development resources to help and support them in making the necessary behavioural changes.  The fact that the preferred culture had been identified by staff increased their engagement in the process.

Methodology 

The Organisational Culture Inventory™ (OCI) was used to measure the current culture and identify the preferred culture.  The largest gaps between the current and preferred culture provided a rationale and focus for change management activities.  In order to equip individuals to understand the impact of their thinking styles on behaviour, the Life Styles Inventory^® (LSI) was used.  This enabled all members of staff to produce personal action plans in support of the change management programme.  The LSI has the same culture model at its heart as the OCI, which provided continuity and improved understanding.

Client Feedback 

Nova Connection really listened to our needs and took great care to make sure that the programme was tailored to our particular situation.  Their analysis was structured and thought-provoking, yet they still managed to engage staff of all levels in the workshop by making it fun and interesting.

Gail Weightman, Head of Human Resources

PhonepayPlus

 

 

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