Consulting Case Studies

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• » Building a Learning Organization

  Training and development programs in the retail business unit of a large national bank were fragmented and delivered inconsistent messaging from one level to another…

• » Strategic Research

  To provide strategic direction for the potential promotion of a mutual insurance association and its member companies via a large scale marketing/branding campaign…

• » Transformational Change

  This 30-year old charitable organization was in a significant deficit position and their Executive Director role had been vacant for over a year…

Coaching Case Studies

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• » Coaching Case Study

  Coming Soon!

Building a Learning Organization

The Client:

Organization: Canadian Imperial Bank of Commerce (CIBC), Toronto, ON
Sector: Corporate – Banking

The Challenge:

Training and development programs in the retail business unit of a large national bank were fragmented and delivered inconsistent messaging from one level to another. There was no integration of training programs with other human resource systems such as job analysis and descriptions, performance assessment, and compensation. There was a high will and commitment among senior leadership to consolidate and integrate training in order to build employee capability and loyalty among the 17,000 employees in Retail Banking.

The Approach:

• built and led a high-performing team of consultants, project coordinators, and regional learning facilitators
• defined key job categories/families and position descriptions based on customer and organizational needs
• designed and delivered an integrated suite of employee training programs for management, sales staff and front-line customer service reps in a variety of formats (i.e. including 7-week orientation programs, 3-day sales programs, and in-branch technical training)
• developed recommendations for alignment of performance assessment and compensation systems with human resource principles and messaging delivered in training programs

The Results Delivered:

• established a world-class corporate university (“Retail University”) aligning all learning activities and facilitating cultural change in Retail Banking
• over 10,000 learners across Canada attended Retail U. programs in its first year
• Chairman of the national bank received feedback from customers within the first quarter confirming a noted improvement in customer services and knowledge of branch staff following their training program