TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 1 How CSSC Became a Positive Organization Ruth Seliger

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 2 The Initial Situation CSSC is the Call Center of one of the largest banks of Austria. Core business is to support consultants and retailers and give information and first level support to clients. Daily work demands high concentration, business know how and emotional stability. CSSC has 160 employees, mostly young people, students, women returning from maternity leave.

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 3 The Problem, the Goals and the Resources The Problem  CSSC is dependent on people‘s motivation and professional standards to be successful  High emloyee turnover and rising sick-leaves  Previous surveys had negative impacts on satisfaction and motivation The Goals  Improving employee motivation and identifcation with CSSC  Gain information about employees‘ perspectives on the current situation  Develop an appreciative corporate culture The Resources  Highly motivated people  The mother-bank as a growing and stabile organization is an attractive employer

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 4 Roadmap to a Happy Organization Workshop with the Management Team Present the idea Convince the CEO Find the Affirmative Topic for the process Workshop with the Research Team Introduce AI Design a Questionaire Employee Survey 145 Interviews by Research Team Summary of Results Find core results Find most moving stories Employees Conference Presentation of results to all employees Creating a Vision of Best CSSC

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 5 Structure Management Team Gives assignmentSteering Team Steers the Process Cooperates with Consultants Research Team (12) 145 AI Interviews Presents the results at the Conference Employes Conference (120) Discusses Results Creates a Vision and Commits to Plans

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 6 The Consultants‘ Perspective We wanted to  use the organization‘s resources  create a learning organization  develop the competencies of people  give the organziation a new instrument for communication: Appreciative Inquiry  develop an appreciative culture on the fly

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 7 Insights in the Process Workshop with the Management Team  Challenge How can we inspire the Team with AI and build trust in this approach? How can we convince the CEO and get his commitment?  Our Way AI-Interviews Find a common picture of the vision of CSSC  The result Commitment for the AI approrach CEO is curious! Affirmative topic choice: FIT – fairness/integrity/transparency

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 8 Insights in the Process Workshop I with the Research Team  The challenge How can we explain the process and the AI approach to employees? How will we inspire them for research work? How will we develop research competency for doing interviews? How can we inspire the team to bring the AI approach to their collegues?  Our Way AI-Interviews Introduction to AI Create a questionaire Plan the interview-process  Result Growth of joy, pride, excitement

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 9 Making 145 Interviews The Questionaire  When you started your employment at CSSC: What attracted you most about the organization and your work?  Do you remember an extraordinary working situation when you felt highly motivated and engaged? Tell me about it.  We want to make CSSC even more successful by becoming a FIT organization: show fairness in cooperation, integrity in leadership and transparency in communication. If you think about the current situation: Do some of these aspects already show? Give me examples.  What do you appreciate about yourself as person and as collegue? your work and your function at CSSC?  Imagine you wake up tomorrow morning, go to work and suddenly realize: A wonder had happened and CSSC had changed into exactly the organization you always have dreamed of. How do you know? How do you realize?  How can you – together with others – make this dream come true? What are your 2 or 3 best ideas?

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 10 Insights in the Process Workshop with the Research Team II  The challenge How will we find the core information out of 120 interviews? How can we select the best stories we heard? How will we present the results to all employess at the conference?  Our Way AI-Interviews: Telling the best stories of interview-experiences Group work to summarize the answers Prepaire presentations in groups  Result Growth of joy, pride, excitement, new and specific information about CSSC

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 11 Insights in the Process The Conference: 120 Employees  The goal Present the results of all 145 interviews Find a vision based on dicovered strengths of CSSC All employees take over responsibility to make the vision come true  Our Way Research Team presents results and their own best experiences with interviews Best stories of interviews are presented on video Creating a Vision of CSSC Teams work out their particular plans: how will we make the vision real  Result Growth of joy, pride, new information about CSSC and its resources Look....

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 12 Impression from the conference Discussing the results of the survey....

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 13 Preparing the presentations of our Vision

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 14 Preparing the presentations of our Vision

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TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 17 Between all that jazz: Backstage work with the Management

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 18 Finally: The Show

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TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 21 The leader of our dreams....

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 22 What did employees say after the Conference?  I think we are going to become a real FIT organization!  I realized how strong we are and how much we differ from other call centers. I am proud to work here.  It was great to meet all the collegeues. I will try to improve my work as agent and contribute my shere to realize our vision.  I trust my company because I felt treated as a person and not only as a „voice“.  I appreciate our „human“ atmosphere and feel at home here.  I am otpmistic for our future.

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 23 After the Conference: What happenend next?  Forming a „Microcosm-Group“ of employees to observe the development of the new appreciative culture, discuss experiences and give feedback to the management  Check all written communication-tools  Management started a strategy-process with AI

TRAIN Consulting GmbH, A-1070 Wien, Zollergasse 7/5, T , 24 And the consultants? If we look back.... We appreciate the people – their engagement, their courage and their compentence. It was great cooperation. We are satisfied that we supported CSSC to develop its resources and to change into an appreciative and positive organization. People developed new competencies and took over responsibility for their cultural development. We created a learning organization and implemented a structure for continiuous and positiv self-assessment. The management learned to focus not only on facts and figures but also on culture as a core factor of success. It was a great work!