Case Study - designing AD-wide training scheme


The company recognised that to fulfil its mission of being seen as a trusted advisor to its clients globally, it needed to become more client-centric in its approach. It was felt this kind of change had to be managed from the top down. If the Account Director peer group could be brought into alignment with the initiative, they could drive that change through their teams across the company. As a part of this initiative the company needed to address the consistency of service quality across offices.


I was part of the cross-company team tasked with creating a syllabus for company wide training for the Account Director peer group, advising senior executives on relevant and appropriate course content.


The resulting training course was a three day workshop – now annual and attended by the entire peer group - which covered: driving flawless execution in service delivery, strategic client relationship management, strategic new business development, managing team performance and managing team utilisation and profitability.