Looking for inspiration in unlikely places

The Adaptive Challenge

Today’s customers expect an elevated experience every time, and across every channel. Winning organizations will likely be the ones who invest wisely in digital, operations, marketing, and technology, and can harness the power of their employees to unlock new opportunities to better serve their customer. One large investment bank used the Deloitte Greenhouse® Experience to differentiate itself by elevating its customer experience.

The Deloitte Greenhouse® Experience

The leader of a bank’s equity investment division wanted to strip away everything they thought they knew about the typical banking experience and find innovative ways to differentiate their customer experience. The Deloitte Greenhouse team designed a Breakthrough Lab that helped the team check their edge and look for ideas and inspiration from unlikely places with the help of futurists. Then, after opening their mind to new possibilities, facilitators used tools to create a psychologically safe place for the team to brainstorm about potential ideas. After assessing their ability to achieve the innovative ideas, the team prioritized potential solutions and pinpointed where the innovation could make real change.

The Breakthrough

Following the Breakthrough Lab, viable concepts were put onto a fast track for development. The team also implemented more effective ways to fulfill their daily routines and collaborate across the bank. The session also created a innovation mindset, where they continued to cultivate new ideas and innovative ways to serve their clients.

To unite a university system, it was time to get collegial

The Adaptive Challenge

A public university system was in the middle of implementing a new cloud-based HR, financial, and student management system. Many locations were still using spreadsheets and word documents to manage their HR processes. The system’s independent campuses didn’t only have separate technology systems; they had different cultures with different attitudes toward the change, and some people objected that time spent implementing the new platform would take away from other necessary work. The university system was bringing its technology into alignment. Could its people make the most of it by doing the same?

The Deloitte Greenhouse® Experience

Being collegial doesn’t always mean playing nice, and this was the moment for frank exploration. Workforce reductions weren’t a motive for the change, but they would happen and the team had to address that. On the other hand, a unified system would serve students better by streamlining enrollment and transfers. By sharing and ranking the concerns and benefits that accompanied the platform change, Lab participants realized communication and leadership could help people feel empowered. The university’s platforms had to start speaking the same language. So did its workforce.

The Breakthrough

The technology part of the story was already unfolding along a planned timeline. That momentum was already rolling. The Breakthrough Lab participants had to match it by creating momentum of their own on the human side—to help all participants know why the change was happening and that they all had a voice in it. By clarifying the concerns they needed to address, the messages they needed to share, and the benefits everyone could look forward to, they left the Breakthrough Lab with a shared vision to function as “journey champions” with their colleagues.

Learning to keep up with your own runaway success

The Adaptive Challenge

Selling your products faster than you can manufacture and ship them isn’t the worst problem to have, but it’s still a problem. One company in that situation turned to the Deloitte Greenhouse® Experience to look beyond the traditional levers of production and rethink the winning business strategies that were under such keen customer demand.

The Deloitte Greenhouse® Experience

The team gathered to pore through its recent history of piecemeal restructuring and redesign of projects, analyze the barn-burning market performance that made a new approach so necessary, and align around new ways of working. Facilitated conversations and scenario exercises helped the team strip away old assumptions so they could overcome skepticism, build confidence, and tackle the job in stages.

The Breakthrough

Step by step, the group created momentum that turned a crisis-level logjam into a fresh approach to supply chain and inventory management—not just better, not just faster, but reimagined from the core on out. The team left with clearly identified next steps and a concrete plan of action designed to keep its hungry market satisfied without sacrificing on standards.

When destruction reigns, the work of recovery takes a high-performing team

The Adaptive Challenge

A territorial government agency established to help rebuild a disaster-stricken region was in charge of overseeing and coordinating almost 300 different action plans at once, all of them vital to their people’s future. With food, water, energy, shelter, and other basic needs in the spotlight, there was never a problem with the clarity of the mission. The issue was building a team that could work together in unusually effective ways to meet the unusually pressing need. The bottom line was people—and the agency’s relationships and ways of working together would be the keys to getting there.

The Deloitte Greenhouse® Experience

The damage and the danger were unmistakably real. For the recovery agency team, it was time to get real—to shed old habits and make new connections that could amplify their strengths. As part of the Breakthrough Lab, the team took orthodoxies head-on, such as “there’s not enough time to communicate”‚ “silos exist for a reason,” or “duplication across roles is inevitable.” By digging into why these assumptions existed and what would be possible if they didn’t, the team mapped a road beyond them.

The Breakthrough

In ordinary times, an organization can weather ordinary problems—like duplication, information silos, communication lags, and inertia. The response to a life-threatening emergency is a time to disrupt ordinary thinking and push through to a new standard of collaboration and responsiveness. What the team realized is that the same urgency can also force people to default to old patterns. They left the Breakthrough Lab with a better understanding of individual strengths, renewed vision for the team and how they could work better together to achieve success, and a multi-year plan of concrete steps to bring lasting recovery to the people who are counting on them.

The Adaptive Challenge

Can you transform customer service without transforming yourself? That’s the challenge one team took on when it engaged The Deloitte Greenhouse® Experience. Everyone knew building better relationships with customers would take a plan and a map. But the team also needed to align their doing and being so their big, bold vision could become a reality.

The Deloitte Greenhouse® Experience

During the two-day Breakthrough Lab, the team confronted the fact that making change often starts with tough questions. Orthodoxy and incrementalism had taken them to the threshold of transformation, but to make a meaningful dent, they needed to shatter the plan and build it back from scratch. Deloitte Greenhouse facilitators helped them overcome their skepticism and make progress using spirited debates, full interactive communication technology, and old-fashioned human bonding.

The Breakthrough

The Deloitte Greenhouse helped the team disrupt ordinary thinking and see that its customer service challenge was more than a set of discrete operational needs. They “widened the aperture” to embrace deeper possibilities for change, including new claims for themselves as transformative leaders within their own company.

The Adaptive Challenge

Ask people about medical frontiers and many will think of drugs. But devices are undergoing a revolution in materials, technology, and application. What can the future bring in this vital field—and what’s the plan that can turn that potential into reality?

The Deloitte Greenhouse® Experience

The Deloitte Greenhouse® Experience designed an interactive experience that could help a major medical device manufacturer pursue the answer first-hand. In addition to the in-lab experiences, the joint team visited several key industry sites to absorb real-life examples of the kinds of innovation they needed to emulate, including analytics, operating efficiency, and cost control.

The Breakthrough

This innovative organization has a clearly defined its path to and through digital transformation. In addition to a vision for what the next few years can bring. The company now has a plan for reeling in those possibilities and making the future its own.