Remodelling
IT through Culture Change
The IT function of a major investment bank was perceived by
its customers as providing poor service and being unresponsive
to changing business-driven needs. The company had been through
five heads of IT infrastructure in just two years.
Partnership relationships had broken down between IT infrastructure
and applications development and there was a lack of clear
direction. There was also an apparent inability to anticipate
and respond to rapidly-changing business requirements in overall
growth; as well as a bullying culture that led to poor performance
and low morale.
Bath Consultancy Group’s approach was to do a cultural
assessment through one-to-one interviews and focus groups,
which did not just identify but also helped to shift culture.
This was played back to the top team at an off-site and led
to a series of initiatives - both changing communications
and leadership. A key part was connecting and supporting middle
managers.
As a result, feedback from stakeholders improved significantly.
In addition, computer network performance indicators improved
as a result of improving leadership team working in Network
Services - they were able to work on fixing business
as usual and changing the bank for the future.
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