Global Technology Company Redefines Travel Commerce Industry: Business Transformation & Change Management Planning, Change Leadership Coaching
Issue: Tepid growth in the US $8 trillion global travel and tourism industry foretold a US $2.1 billion (2014) travel commerce company’s decision to transform its business and operating models to drive growth through innovation and move “from being a supplier led organization to a true sales and account management team” (Corporate SVP & Divisional Managing Director client testimonial). This innovative company of approximately 3400 employees around the world needed to redesign all facets of how it delivered products and services (operating model) to better enable the new business model it had adopted.
Action: Supriya coached top executives 1-on-1 in change leadership effectiveness, helped the executive team broaden its remit to more holistically approach the transformation, and facilitated executives to align around a shared vision, strategy, values framework and a clear 18-month transformation road map. From the client’s point of view, “she helped us identify the key goals and objectives for the new operating model and think through how we could build a culture of shared accountability within our new team to make it all happen.” Supriya also drafted a tactical change management plan using feedback from in-depth management interviews and an organizational impact assessment.
Impact: While the client was not able to use outside consultants for implementation, Supriya left key change leaders “much more confident” that their team was “focused on the most important aspects of change and well equipped to deal with the challenges.” The company outperformed market expectations in the first year post-IPO.
“When Supriya first started her engagement with us, my commercial team had been on a transformation journey for over a year [revamping our business model]. We made great progress but just when we hit our stride, senior leadership announced a reorganization to create a line of business [model]. We had to integrate new teams and create a “one team” mentality to take the business forward.
“Supriya helped us identify the key goals and objectives for the new operating model and think through how we could build a culture of shared accountability within our new team make it all happen. Supriya helped us work through the issues we needed to address as a team, as well as how we needed to work together.
“In addition to the work Supriya did with my team, she also provided 1-to-1 change management coaching to me and several of my key team leaders. The tools and techniques Supriya gave us proved extremely helpful because, while I felt like we had already made a great deal of progress within commercial, we really did need help thinking through how to leverage these learnings across the new line of business – and the wider enterprise – all the while not dropping the ball on daily business.
“Thanks to Supriya’s help, I feel much more confident that our team is focused on the most important aspects of change management and that we are well equipped to deal with the challenges we know we will encounter along the way.”
-SVP & Managing Director, US $2.1 billion Travel Commerce Company