--- title: Culture Change Case Study description: A leading Australian telecommunications organisation partnered with Maximus to implement a project which would change the way they operated as a business. --- [![maximus](https://288076.hs-sites.com/hs-fs/file-396417636-gif/image1/headerLogo.gif "maximus")](http://288076.hs-sites.com/) [![](https://288076.hs-sites.com/hs-fs/file-1079919733-png/images/wordpress-1.png)](http://288076.hs-sites.com/blog) 02 9216 2800 [info@maximus.com.au](mailto:info@maximus.com.au) ![Newsletter Signup](https://288076.hs-sites.com/hs-fs/file-650635375-gif/images/newsletter.gif) Search ![Great Outcomes](https://288076.hs-sites.com/hs-fs/file-625824594-gif/images/headerGreatOutcomes.gif "Great Outcomes") ## Case Studies ### Great Outcomes # Culture Change Case Study: Telecom Industry ## Overview A leading Australian telecommunications organisation partnered with Maximus to implement a project which would change the way they operated as a business. ## Client objectives To create a culture which supports the consistent delivery of excellent customer service, organisation-wide, and to move away from a differentiation model based on price, to one based on value and service. ## The Maximus Solution To ensure this change was embedded throughout the entire organisation, Maximus partnered with key client stakeholders to integrate systems, processes, people, and environment issues into the solution. A tailored solution, focused on service excellence, was designed and implemented over a nine-month period. Components Included: - The establishment of an interactive forum where employees and managers were able to discuss the current approach to client engagement and the changes required. - The improvement of every individual’s understanding of the current versus the desired culture through collaborative vision building. - A gain in commitment from all employees to embrace the new service excellence culture. - The education of managers and individuals around the skills required for service excellence via a series of tiered programs and support resources. - Review and evaluation of outcomes.  ## Outcomes to Date - Improved communication across the entire business in addressing change, and around the role of the individual in embedding culture change. - A more consistent approach to customer service across the entire organisation, with less reliance on price differentiation. - The arked improvement in customer service levels which played a key role in the client retaining a contract worth more than $11 million a month. ## Stakeholder Feedback  > From day one, the Maximus team demonstrated a sound understanding of our business and extensive experience in applying valuable theoretical frameworks to the real world. Their expertise and insight enabled us to move from a place of inconsistent service delivery to higher returns through excellent service. Maximus has partnered with us to create a change solution that has increased our people’s proficiency across the board and I am convinced that Maximus continues to be committed to our success. ![footerLogos](https://288076.hs-sites.com/hs-fs/file-393487744-jpg/image1/footerLogos.jpg)