Action Learning Leadership Development: Telecom

Using Action Learning to Develop Technology Leaders in a Growing Telecom Company

Client Case Study

Situation

This regional Telecom Company developed a new market strategy and began the transition from a utility to a high-tech, communication service organization.  In preparation for this strategic shift, IT leaders wanted to prepare their mid-level managers to take on a leading role in executing a new strategy that would double the size of the company and put it on a national scale.

The goal for this initiative was to provide mid-level IT managers with executive management skills, greater leadership perspective, and core capabilities needed to take on critical new responsibilities, change initiatives, and new technologies. Specific goals for emerging leaders included:

  • Managing technology expansion programs with high levels of efficiency, effectiveness, and quality in a cost effective manner.
  • Identifying non-IT opportunities that impact the company’s bottom line and increase managers’ enterprise-wide understanding.
  • Balancing strategy execution with tactical challenges.
  • Communicating IT’s value proposition at all levels and roles within the organization.

Complications

  • Change: Managers had little reason to change the way they worked for a very long time; now they needed to innovate and drive value.
  • Learning Expectations: Participants were only used to traditional training with little accountability to learn. Now they would be on the hook to not only apply their learning, but also to produce tangible business impact.
  • Relevance: Provide a learning experience that was relevant to participants’ current and future roles within the company.
  • Executive Sponsorship: Get significant levels of senior executives’ participation to link action learning experiences to current and future IT initiatives.
  • Risk-Taking: The company’s hierarchical organization structure discouraged mid-level managers from taking risks and innovating.  This made it difficult to balance IT innovation with the rest of the company’s desire for IT to remain consistent and conservative.

Approach

The program combined traditional executive and leadership development approaches with an action learning format. Once a month for 4-hours, we provided targeted training on topics such as communication skills, problem solving, conflict management, motivating employees, risk management, and others. For the remainder of that day, and in between sessions, participants worked in cross-functional teams, with a goal of providing a significant contribution to the company’s bottom line or competitive position.

Teams progressed through the phases of a major project while they received just-in-time training, coaching, mentoring, and the tools necessary to succeed. Four teams of 4 participants went through the following steps over a twelve-month timeframe:

  1. Identify opportunities to either drive new revenue or decrease operational costs.
  2. Select one high potential opportunity and create a business case to present to senior executives for implementation approval.
  3. Lead the project implementation, engaging and influencing targeted areas within the company.
  4. Measure results from the project.

During the course of the project, each team received the following just-in-time support:

  • An executive mentor who provided knowledge and input on project focus, company politics, and how to keep on track.
  • A shared Executive Sponsor, the Chief Technology Officer, who met with teams between sessions to provide strategic guidance.
  • A senior operations manager who helped provide subject matter expertise to the program, the facilitators, and the teams.

Results
In twelve to twenty four months:

  • $150,000 in bottom line impact was realized in Year 1
  • $500,000 in bottom line impact was realized in Year 2
  • 25% of participants were promoted immediately following the program as a result of their performance and executive visibility.
  • 12.5% of participants made lateral moves as a result of interest, performance, and new relationships with non-IT executives.
  • The development of new critical processes and identification of marketing opportunities.

Related Information

Having tripled in size and recently merged, LSA helped our executive team to increase our level of strategic alignment, solidify our new direction and push our agency forward. As we look to rapidly scale, the clear and actionable critical few strategic moves combined with how we differentiate ourselves to our top accounts and target clients has really set us on a great path to success. This is exactly what we needed to get to the next level.

Matt Britton
CEO

mry-logo-white

Great job in designing the Mergers and Acquisition strategy session for our global team. The executive presentation and information was excellent. I gained additional insight on the importance of the role of HR in Mergers and Acquisitions.

Gloria Veon
Senior Vice President, Human Resources

Fujitsu

We signed up with LSA early on–as their 22nd Member! Since then, our organization’s learning needs have increased and decreased and increased again with the changing times. The beauty of the LSA business model is its flexibility…when we needed to supplement our own internal resources, we used LSA services knowing that we could depend on the outstanding quality of the leadership development and management training programs they provide.

Margie Bunting
HR Manager

Siemens-large-gray

LSA’s approach has certainly brought value to Knight Ridder Digital. They were laser focused on our goal and determined to meet all of our Leadership development program needs. Their flexibility and commitment were keys in making our program successful.

Dipik Rai
Director of Marketing

KnightRidder-large-gray

We value our relationship with LSA Global. They focus on understanding our business situation and helping us succeed. LSA continues to deliver top quality consulting and leadership solutions that are highly customized for our business and culture. I would highly recommend LSA Global as a top quality resource to anyone looking to greatly improve the skills of their leadership, management, and project teams.

Bonnie S. Olson
Vice President of Human Resources

LSS

LSA’s executive coach based his approach on understanding our business circumstances and strategy, as well as our leadership aspirations. The customized coaching covered all aspects of leadership; it was not simply a touchy-feely endeavor. In fact, the focus on clear business outcomes and real life circumstances challenged me to develop my thinking and actions related to leading the business.”

Janet Pagano
Managing Director

Ovid

The customized leadership program was very practical and achieved our goals. LSA adapted very well to our group and the situation and helped us build trust and awareness of successful leadership styles. We look forward to the next steps.

Erik Okholm
Director of Software Development

Packeteer-large-gray

After a difficult search to find a partner that could address a very specific leadership development need, we chose LSA Global. They were responsive to our needs and created a solution that we continue to see results from. It is nice to know we have access to their expertise with a simple phone call.

Valerie Blackburn
Director of Business Operations

Susquehanna-large-gray

As a high growth digital marketing agency with cutting edge talent, we hired LSA Global to help clarify our strategy and work with our management team to implement it throughout the New York Office in a way that made sense for our unique culture . That work was so successful that we also hired them to coach one of our key leaders. LSA has been instrumental in helping us transition to a new leadership team and triple the revenue in our New York office. In this age of useless consultants, I highly recommend their practical and business-oriented approach to strategy, culture and talent.

David Bentley
General Manager

AKQA

We have had a very beneficial partnership with LSA for over 2 years. The recent Leadership Development Program that they designed and customized with us to help us identify, develop, and retain top leaders in the organization was a huge success. It was instrumental in helping take our company and our key people to the next level. I would recommend their training and consulting services to anyone looking to develop and retain top talent.

Steve Janowsky
Vice President of Operations

Proxicom

LSA is an instrumental training outsourcing partner in helping us to build management capacity and strategically invest in our people. Their flexibility, depth, and breadth of expertise allows us to deliver top quality solutions that are directly tied to key business plans. Their ability to custom design, deliver, and evaluate our Management Curriculum has been excellent. They are true business partners and a pleasure to work with.

Margaret M. Mader
Vice President, Human Resources

Hyperion

“We turned to LSA to help us custom design and deliver a leadership and management development curriculum to help drive performance. They have done an excellent job diagnosing the business situation, designing an approach that fits our culture, and delivering a first class solution.”

Sally Buchannan
VP Human Resources

sonycomputer-large

LSA Global has been a great partner in helping ServiceSource move toward its Vision of being “the leading developer of talent in the service performance management industry.” I have engaged LSA’s services to help develop best-in-class programs in the areas of: Executive On-boarding, Manager Training, Sales Training, Employee Engagement and Instructional Design. They have consistently met or exceeded my (very) high expectations and are always responsive to my needs.

Mike Normant
Senior Director, Training & Development

Service Source

Over the years, both at 3Com and now at Redback, I’ve found LSA Global to be a valuable resource. The recent compliance program that they delivered for Redback’s executive and management team was the right solution, of the highest of quality, and customized to our business and culture. I would highly recommend LSA to any company looking for top quality solutions.

Gina Fulton
Vice President of Human Resources

Redback-large-gray

I contacted LSA to help us with leadership development. LSA worked with me to identify a solution that would match our needs as well as our personality. The solution was such a huge success. It received rave reviews. I would highly recommend LSA to other companies.

Karen King, SPHR
Manager, Human Resources

Alliance Data

Evaluate your Performance

Toolkits

Toolkits

Download key published insights and tools from industry experts highlighting best practices in the areas of talent, strategy and culture.

More

Health Checks

Health Checks

Want to know how you stack up against leading organizations?  Receive a complimentary benchmarking analysis courtesy of an LSA Expert.

More

Whitepapers

Whitepapers

Get up to speed on timely solutions critical to your business. Published by LSA Experts based upon client feedback and key industry trends.

More

Methodology

Methodologies

First we identify the key metrics you want to improve. Then we assemble a dedicated team of elite experts who have successfully solved similar problems with similar clients.

More

icon_expert-blog

Blogs

Stay up to do date with the latest information on how we help high growth companies align their culture and talent with strategy.

More

Case Studies

Client Case Studies

Real world consulting and training approaches from LSA projects, providing insights on how your company can outperform the competition.

More