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

LSA demonstrated the criticality for executives to look beyond current ethics topics and focus on applying fundamental values in everything they do to demonstrate true leadership. They successfully delivered in two hours what most leadership development presenters would spend an entire day trying to communicate.

Nick Voyvodich, SPHR
HR Manager

Fujitsu

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

As a high growth digital marketing agency with cutting edge talent, we hired LSA Global to help clarify our strategy and work with our executive leadership team to help implement strategic changes in a way that made sense for our unique culture. The work was so successful that we also hired them to coach our key leaders. LSA has been instrumental in helping us transition to a new leadership team and triple revenue. 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

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

Gina Fulton
Vice President of Human Resources

I continue to be impressed by the level of leadership development, management expertise, and quality of advice and facilitation that LSA has to offer. What a smart and client-centric group of great people who really know how to help leaders attract, engage, develop and retain top talent.

Tracy Esposito
Director, HR Business Partner

Thank you for a great leadership development session today. The facilitator was brilliant, and we really enjoyed his style and personality. The sales team got a lot out of it (as did I). I believe it will help us create an even higher performance environment by ensuring we have a common understanding of our environmental structure and are all working towards the same goals.

Simon Jefferson
Managing Director

AKQA

“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

We reviewed the top Leadership Development offerings and selected LSA’s 12-month Leadership Program based upon the value and systemic approach. The feedback on the program, approach, and results was phenomenal. While other programs may be better known, they were more theoretical and did not compare in terms of practicality, quality, and results.

Stacey Porter
Senior Manager Learning and Development

Roche

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

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

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

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

We consistently receive positive feedback about the quality of the LSA Leadership Training Programs and LSA facilitators. We recognize and appreciate the hard work LSA always goes through to align to our unique culture and meet our specific requirements. Thank you for regularly going above and beyond to design solutions to meet our needs. Your support and dedication, both on the strategic and tactical side, have been outstanding!

Anna Meyer
Leadership Development

Intuit

LSA helped us design and deliver a blended learning solution for our leaders to help drive our growth plans in a way that aligned with our specific culture and values. LSA understood our business, had deep expertise in the content areas, tailored the programs to fit our specific needs, and delivered great results. They constantly strive to deliver business impact and align their solutions with our business initiates, culture, and performance management systems. I highly recommend them to anyone looking to take their leaders to the next level.”

Beth A. Taylor
Vice President of Human Resources

Thoratec

LSA always helps us provide the right sales, management, and leadership programs at the right time to meet the unique needs of both individuals and departments. I especially appreciate their ability to deeply understand our business and our culture so that they can recommend the appropriate solutions.

Sarah Parks
Senior Project Manager

Hyperion

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