Business Service To Support Organizational Change

Methods: Consultation, Training
Topic: Organizational Development, Staff Development, One Stops, WIA and Partner Programs

Minnesota Department of Employment and Economic Development is transforming the organization into a demand-driven system of integrated services. A primary focus of this culture change was the redesign of business services within the agency. Using the consulting and training expertise of Sandra Hastings, the agency designed and implemented a training program that not only trained business services staff but also ensured the adoption of new workplace practices. Specifically, the organization:

• Rolled out business services training to help business services representatives learn new skills (e.g., consultative sales techniques) and implement standardized procedures as part of a system of business services partners
• Embedded a process to ensure the ongoing design of tools and processes for improved customer service
• Provided training for management staff to establish long-term coaching and mentoring roles and responsibilities
• Rewrote job classifications and job descriptions for business services representatives and their managers
• Involved frontline staff and managers in the design and delivery of a one week training session
• Integrated a new performance appraisal system and career development planning in the training to assist managers and business services representatives with the development of new competencies

As a result of the training business services representatives are providing new, comprehensive services to more businesses in Minnesota. Phase Two of the training is currently being designed to integrate the activities of Vocational Rehabilitation staff into the business services function of the agency.

"Sandi's assistance was just what we needed to roll out our new business services function. She was able to facilitate the design of the training by integrating the ideas of all levels of staff while helping them overcome their resistance to change. As a trainer, Sandi was also able to help our managers and business services staff shift to a demand-driven system of services. In addition, her ongoing support of our efforts and willingness to share new ideas and resources has been very helpful to our staff as they continually develop tools and processes to improve the services we deliver to local companies."

Bonnie Elsey, Director

Customer Contact: Bonnie Elsey, Director
651-296-1822

Lead Consultant: Sandra Hastings
Hastings.Sandra@gmail.com