Elevating Efficiency: 80% clearence in backlog requests for the IT department
Challenge
Mercator’s IT department faced challenges with poor responsiveness and communication leading to bottlenecks and frustrations within and amongst other teams. The team of 80 struggled with task prioritization and completion, resulting in 300+ backlog requests lingering unnecessarily or getting lost amidst the workload. Prioritization issues and low efficiency slowed down the rest of the work in the organization, leading to team members leaving. Despite attempts to fill gaps with new hires, the company struggled to acquire adequately skilled personnel to address the problems.
What we did
Thriverse designed a strengths-based Thriving Team program for teams’ recovery that covered:
INDIVIDUAL LEADERSHIP COACHING
Team leaders participated in a series of leadership coaching sessions aimed at refining their newly gained strengths-based and engagement-focused leadership abilities. This shift in leadership approach included prioritizing team members’ strengths and constant meaningful conversations, resulting in increased ownership, engagement, work significance, and task execution.
THRIVERSE THRIVING TEAM 5X
5 teams from IT department participated in a series of five coaching sessions, fostering individual contribution and enhanced communication, resulting in improved collaboration and an enhanced feeling of connectedness. The implementation of a structured meaningful conversation led to proactive problem-solving, efficient meetings and better communication within and across units. This transformative journey empowered participants to empathize and gain insight into others’ perspectives. The triumph has spurred interest in extending the program to other departments.
IMPLEMENTATION OF STRENGTHS-BASED MINDSET
Recognizing individual talents over shortcomings highlighted unique strengths, which led to optimized work delegation, recognition, and bolstering team unity.
INTERNAL COACHING CAPABILITY
Provided a coaching academy for internal coaches from HR to facilitate regular team and individual coaching based on CliftonStrengths methodology.
#impact
Increased employee satisfaction and service quality.
This led to
of backlog being cleared and maintained.
significant increase in employee satisfaction
increase in Quality of Service
Being recognized and appreciated for their strengths rather than weaknesses makes people thrive at work.
Nataša LukančičHead of HR, Mercator"Thriverse helped us radically evolve employee experience in IT department. It brought enthusiasm, collaboration, accounttability, pcychological safety - all creating a responsive, agile team that significantly increased Qualit of Service."
