Streamlined and efficient operations

How a global institution increased internal customer satisfaction and efficiency over a 6 months period? What was the change mechanism to address the resistance?
Case Study - Presentation

Presentation

This global institutions had grown organically but never had a clear HR direction, due to intense management turnover. With a leadership change, The Nextep was mandated to review the HR structure and processes at the head-office and the impact on the different divisions, identifying the sources of inefficiencies and internal dissatisfaction. More than 50% of internal business stakeholders were dis-satisfied with services and the value delivered.

There was an acknowledgement that with the development of the organisation, there was a confusion and lack of clarity around the roles & responsibilities within the different HR departments and their relationship with the other functions and entities. The boundaries of decision-making and autonomy had become blur.

Action

  1. Employee experience is build around all the tangible and intangible touch points across all the organisation
  2. A series of interview with the identified stakeholders at all levels of the organisation
  3. Mapping of key HR processes with cross-functional teams, to understand and identify the sources of gaps and inefficiencies, the elements contributing to the confusion and lack of ownership
  4. Active involvement of all stakeholders in the process allowed to name the elephant in the room, find solutions to mitigate the issue and gain buy-in and active participation from all
  5. A customised change management playbook made every HR team member a change agent.

Solution

To address the needs of the new generation of employees, the organisation needed to review their foundations. We reframed the HR processes by putting the employee at the heart of the decision-making processes.

We helped the organisation review their HR structure, re-defining the roles and responsibilities at each level of the organisation. Bringing together business expertise, a human-centered experience and technology, we reimagined the employee experience tailored to the organisation’s culture.

Case Study - Solution

Impact

  1. Employee experience aligned to the organisation values
  2. Employee-centric HR processes
  3. Efficient and rapid decision-making
  4. HR structures closer to the action
  5. Creation of a shared service center
Case Study - Results

Results

Improvement by 50% of stakeholder feedback. Breaking of the silos through integrated and streamlined HR processes. Clarity of roles and responsibilities across the organization. Depending on processes, efficiency gains between 20 to 40%.

They trusted us

Leica
Stryker
Yum
Hirslanden
Mustad
The Jacklin Language Center

What my customers think of me

I mandated Vindou to come and review our HR processes.

With professionalism and high ethics, she uncovered the sources of dysfunctions and knew how to bring them to the table, making the appropriate recommendations, while respecting the organization culture. She adapted her style to the organization without losing the core message. She knew how to balance the global perspective with a detail orientation.

She is an extremely reliable partner. If the opportunity arises, I would rehire her immediately.

Pierre-Paul Cornet Director Human Resources - Geneva Hospital University

Based on a recommendation from IMD, we had the pleasure to partner with Vindou in the development of a performance management tool specific to our organization.

She worked closely with the top management to understand our culture and values and develop a tailored tool under the name of “Personal Business Commitment”, adapted to our entrepreneur mindset.

We are pleased to say, that with some variations linked to the evolution of the organization, the tool is still used.

We appreciated working with Vindou, her ability to extract the best practices from her diverse background, allowed us to build a unique tool for our company.

Her strength was to transform an HR process into a business driver.

We would recommend Vindou to any organization looking for an employee-centered approach.

Hans Mustad Mustad Hoofcare Group - Group CEO

We had pleasure to have Vindou onboard working with us on various HR projects like HR Electronic tools implementation and Global HR process improvement project.

Vindou is a kind of person who knows where to go and she always tries to take an innovative approach.

She does not hesitate to challenge you and to put you out of your comfort zone to make you think out the box in order to find the best solution for your organisation.

I do not hesitate to recommend Vindou and I hope, if an opportunity arises, that we can work together again in the future!

Olivier Dugenet European Broadcasting Union - HR Partner

Our boutique fitness studio, MIX Studio, opened in the Summer of 2017.  We hired Vindou as strategy and business advisor and head of our HR department.  Her extensive analytical, budgeting and forecasting skills, combined with deep seeded understanding of accounting and small business operations gave us visibility and clarity over our business performance.  As head of our HR, she was a tremendous resource helping us navigate and establish operating systems and we relied on her expertise when it came to creating contracts which would be unique to our business model.
 
She is an active listener and asks insightful questions that help valuate the business need and establish the criteria for a successful solution. She is a trusted confidant with a wealth of experience to draw upon as we continue to grow and face more business opportunities and challenges.

Alessandra Bessler Founder - Mix Fitness Sàrl

Je ne peux que vous conseiller de travailler avec Vindou.

En effet, lors de notre premier appel, j’ai ressenti dans sa voix la sincérité et surtout de la bienveillance. Et je ne mettais pas trompé. Vindou est vraiment une personne bienveillante qui est d’abord là pour nous aider, pour nous accompagner dans notre parcours difficile. Son objectif est vraiment de nous aider et elle ne va pas perdre du temps pour rien.

Toujours à l’écoute, elle a tout de suite ressenti le moment où il était temps de me laisser voler de mes propres ailes. Elle continue à prendre de mes nouvelles. Je ne peux que la recommander.

Wiam Firouzabadi Founder - Vojood Group Sàrl

I worked with Vindou for several years and found her to be intelligent, concise and thoughtful.  She constantly challenged us to find new ways to solve problems and/or issues and was extremely service oriented.

She always brought us back to focusing on the issue at hand when we went off track.

Arlene Madell Museum Executive

Vindou has been a phenomenal help in managing all of the human resource related topics and administration for Joby Inc in Switzerland. She was a great sounding board and helped me overcome and solve issues that were created before we worked with Duallis.

Next to that Vindou was always flexible, thinking outside the box and very pleasant to work with. I would without doubt work with Vindou again and can recommend her without reservations.

Sandro Fulgheri Vice-President International Sales, EMEA & Asia Pacific - Joby Inc.

I worked with Vindou during the Summer of 2011 while I was Chairman of Bacula Systems and Vindou was an HR expert who advised the company on a variety of founder/management issues: Vindou provided valuable and professional advice in a very timely manner and saw the company through the resultant transitions, advising on the full range of HR matters from CEO recruitment to the establishment of internal processes.

I can highly recommend the quality of Vindou’s advice, her ability to see the 'big' picture and her willingness to go the ‘extra mile’ to assist her clients.

Colin Turner Chairman (Non-Executive) - Bacula Systems

Vindou supported us for 18 months in defining our 3 year strategic plan and helping us review our workflows in different areas of our institution. Her experience, expertise and practical style along with her out of the box thinking has been instrumental to the organization and to the development of the teams. 

She quickly developed a high level of trust with our teams that allowed for deep-dives into our processes and procedures. It should be mentioned that our organization operates in the cultural sector, one which Vindou was not familiar with when she began with us.

Through personal research, she learned about our sector very quickly and was able to drive fantastic outcomes. We would highly recommend her to anyone who wishes to drive change and optimisation in their organisation.

CEO Private Organisation, Canada

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