Global Diversity and Intercultural Productivity: Technology

Improving Employee and Vendor Relationships Across Cultures for a Technology Company

Client Case Study

Situation

This growing three billion dollar global company develops software and provides related services for businesses and consumers. The company believed that efficiency and effectiveness in their employee and vendor relationships and in their interactions among diverse populations and across geographical boundaries were key goals for continued success.

Specific goals included:

  1. Addressing and identifying current communication challenges when working with their counterparts in EMEA and APAC
  2. Making cultural awareness learning opportunities available to all employees who interact with international counterparts
  3. Ensuring international employees feel supported in their interactions with US counterparts
  4. Integrating cultural awareness and a global mindset into future development offerings

Complications

  • Overseas Growth: An international employee ramp-up was on the horizon adding another component to their already diverse workforce.
  • Communication: Effective communications between offices and partners across geographical boundaries would become increasingly difficult.

Approach

  1. Assess & Design 
    • Conducted assessments of entire target audience
    • Conducted interviews with key managers
    • Customized course design based on assessment and interview results
    • Tailored approach to fit seamlessly with the company’s leadership practices and values
    • Designed interactive lab, role plays, case studies, and on-the-spot coaching

Approach (cont)

2.  Tools and Best Practices

    • Shared best practices from leading global high tech companies to leverage model for understanding how cultural differences impact working relationships, expectations, teamwork, and communication
    • Supplied methods for promoting initiative, inclusion, and open communication
    • Provided strategies for communicating across distances, including minimizing challenges due to language differences and to cultural issues with India and APAC
    • Taught a highly effective model with the use of virtual communication tools for understanding cultural communication differences, minimizing challenges due to language and accent differences, strengthening productivity and communication with global colleagues, building trust, and maintaining relationships remotely

3.  Pilot: Piloted half-day program for key group of internal sponsors

4.  Continuous Improvement and Roll-out 

    • Incorporated feedback and lessons learned from the Pilot into design and delivery
    • Implemented twenty-two (22) half-day interactive sessions in North America and India for over 500 employees for key business units including finance, call centers, engineering, human resources, and marketing.

Results

  • 97.2% client satisfaction
  • Improved Relationships: Deepened teamwork, communication and collaboration across multiple global locations. Put strategies in place for building and maintaining relationships virtually.
  • Improved Efficiency: Improved efficiency and collaboration by creating alignment and a common language for all levels of the organization in North America and India while improving utilization rates.

Related Information

Redwood Trust looked to LSA Global as a consulting partner to help us explore innovative and scholarly approaches to promote employee engagement and sustain the unique culture we’ve built over the last decade.

LSA helped us perpetuate coaching as a discipline across the organization by integrating our core values, goal setting and performance measurement metrics under an interactive coaching program.

We appreciate LSA’s commitment to cutting-edge practices and keeping us in step with the progressive front of our rapidly changing workplace environment.

Rosalyn Chan
Vice President, Human Resources

Redwood Trust

I have worked with LSA Global at previous companies and welcomed the opportunity to bring them in to support my new organization. We worked closely with LSA to design a solution for our Client Partner Teams and Management Training on both coasts. LSA designed a customized solution for our business and organizational culture. LSA is a quality organization, one that I’d recommend to any company looking for a first class training and consulting partner that makes an impact.

Laurie Torres
Chief People Officer

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The action-learning leadership project has been very beneficial to me, our leadership team, and the entire organization. The balance of development and results has been excellent. We have made huge progress, and I was also able to identify 2-3 high potentials while having the extra benefit of people stepping up to carry strategic projects forward. The Staff is very appreciative and has become very comfortable with both the program and the process. It is still going better than anticipated, and I have been very pleased.

Heather Feltman
President & CEO

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We hired LSA Global to design and deliver a customized outdoor experiential new employee orientation program for our recent group of MBA new hires. The program designed helped reinforce WIPRO core values. The program will help the new MBA hires to build relationships with fellow associates and enhance the group’s ability to operate successfully in the global world. I recommend LSA for effective on boarding/outward bound training of new MBA hires.

Vishu Venkat, PHR
Talent Acquisition

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This was an extremely effective executive strategy session that helped our executive team efficiently navigate through our core objectives. It was exactly what we needed, and the approach was practical and valuable for our specific business and market. I would recommend LSA to anyone looking to push their strategic planning to the next level.

Blake Krikorian
CEO

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As a Training Outsourcing Partner, LSA consistently saves me time and money by designing the right solutions and quickly bringing us the best experts to solve key business problems in a way that works for our unique culture. Their methodology and resources are fantastic and allow us to deploy better solutions faster. I highly recommend them to anyone looking to raise the talent bar with a true strategic partner.

Tim Bonnet
Director of Training and Organizational Development

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We value the relationship we have with LSA Global. I highly recommend LSA to anyone who is looking for top quality solutions to improve individual or organizational effectiveness.

Laura Dominguez
Director of Human Resources

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The experiential New Employee Orientation was an incredible success for over 2500 new hires in four years across the globe. They partnered with us to create an innovative solution on very short notice, and added a huge amount of value that isn’t reflected in their cost. We could never have done it without their unmatched combination of expertise, professionalism, and creativity that aligned everything with our unique culture. Even our experienced hires were blown away!

Brenda Wagner
Founder and President

Proxicom

The LSA Organizational Alignment Survey gave us a comprehensive and poignant view of how our employees experience our culture, talent and strategy.  LSA customized the questions so we received information that was targeted and very useful to us.  Equally important, the survey and implementation process goes well beyond the typical engagement survey.  The combination of questions and feedback approach provided us with a great forum to discuss the strengths and opportunities in our organization, and then to quickly get focused on the key actions critical to our strategy implementation and improving our business results.

Mark Forrest
General Manager, FSM Division

Trimble

We turned to LSA Global to help take our Information Systems behavioral interviewing process to the next level in terms of both efficiency and effectiveness. LSA quickly understood our unique culture and requirements.  They immediately helped us to improve our ability to continue to hire top talent that fits our culture as we rapidly scale.

Julie Pearl
Technical Program Manager

Google

LSA has a very unique and powerful methodology regarding learning and learning strategy. LSA’s ability to overcome skepticism, obtain executive support, and create an aligned learning strategy that provides measurable business impact is second to none. They partner with you to understand your goals, flex to your needs, and solve your problems – all within your budget. They certainly help make my job easier and are a pleasure to work with. I highly recommend LSA to anyone trying to connect the dots between strategy, skills, knowledge, and results.

Noelle Van Vlierbergen
Human Resources Director

AKQA

Having a training outsourcing partner like LSA to support our training and development needs has been a real benefit. In an emerging company where typically you can’t afford the infrastructure necessary to provide a full range of development venues to meet the broad needs of an organization, having an external partner who understands our business and our culture and offers everything from a wide range of open enrollment programs to customized organizational development consulting is almost as good (and in some cases better than) having your own internal Training and Organizational Development function.

Chris Wells
Vice President, HR and IT

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You have become our premier change leadership strategic partner. Your expertise in the human side of change is unparalleled and enabled our company to successfully implement our ERP Solution.

Ted Ramlet
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LSA brought a very effective training design, and implementation approach to help us create a common language around our corporate training. As a fast growing company with a geographically dispersed workforce, their expertise in this area was invaluable to us in driving consistency, creating a sense of belonging for our employees, and developing a common language for all of us to use.

Binod Taterway
CEO

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Working with LSA Global has proven to be extremely valuable and worthwhile. LSA understands our business, has deep expertise in content areas, and tailors the programs to deliver great results. The facilitator was extremely knowledgeable about Working Globally with India and her energy and passion made the session interesting, fun, and enjoyable for all that attended. The participants walked away extremely pleased along with highly useful practices and tools. I would highly recommend LSA Global to any company that has partners or offices in India.

Glenn McGillivray
Human Resources Business Partner

Intuit

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