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

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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.

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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.

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Human Resources Business Partner

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Vice President, HR and IT

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