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A financial institution had recently acquired a bank
in another part of the country. My work for the client was to design
and facilitate an offsite meeting for managers from the two banks
which had very different cultures and different processes for doing
the same work. The primary challenges of the project were, in limited
time, to create one team of people who had not previously met, face
to face, and to help them design a common process to meet their
customers' needs. We also identified root causes of process problems
they had not resolved in the past. Finally, we agreed on their next
actions, and ownership of specific actions. The goals for the offsite
meeting were met and in some cases, exceeded. Action to complete
design and implementation of the new process was initiated soon
after the meeting.
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