Axiom’s Moments of Truth process provided invaluable insights for a newly appointed leader: A case study
Candid conversations with employees are shaping the future of a reorganised unit within a global pharmaceutical client.
The company had decided to combine hitherto separate teams into a new grouping and appointed a new leader to take the helm. Using a proven process for uncovering the reality of the employee experience, Axiom provided the leader invaluable insights into the strengths and areas of concern of the newly formed unit.
Our Moments of Truth approach creates honest, in-depth dialogue among employees about seven key aspects of their experience in an organisation – from job application to eventual exit.
Repurposing proven methods used in the long-established field of customer experience, the approach reveals much more specific detail than a standard employee opinion survey.
Psychologically safe dialogue
Discussions take place in independently facilitated focus groups that protect participants’ anonymity and establish an environment of psychological safety. Participants are given free rein to share experiences, express views and, critically, generate ideas.
We analyse the output of discussions to identify key themes and pinpoint solutions. We always highlight verbatim comments to help leaders appreciate the actuality of the employee experience.
Solution focus
Our work for this client surfaced many of the organisation’s strengths, including positive feedback about the new leaders’ ways of working, team cohesion, support for those experiencing personal issues and an effective hybrid working approach.
But some of the findings made for uncomfortable reading for the client. We uncovered concerns about training, support for career development and the perceived fairness of the process for promotions. We also uncovered a lack of awareness of the benefits package.
Crucially, thanks to the solution-focused nature of the Moments of Truth process, we were able to give the client robust recommendations to build on identified strengths and address issues.
These harnessed participant recommendations, which they will own and champion, together with suggestions from Axiom based on approaching 30 years of experience implementing best practices around the world. The client is now implementing these ideas.
We also ran a parallel session on the lived experience of colleagues in terms of equality, diversity and inclusion. This too uncovered remarkable insights.
Trust and alignment
The new leader commended the output of our work and our expertise in facilitating the sessions. As well as informing changes, the client said the Moments of Truth process strengthened employees’ trust in leadership and their alignment with organisational goals and direction.
The work was part of a wider programme of support we provided to the client. We helped create the unit’s Collective Ambition. We also provided training to its managers in interpersonal excellence.
What are people really thinking and feeling?
Our employee experience research is led by Axiom’s Christina Dolding. Says Christina: “Our approach goes way beyond anything you can get from a global employee opinion survey, and laser targets the big issues, both positive and challenging.
“If colleagues have legitimate grievances that never come to light, before long you’ll lose them. They’ll either leave altogether or they’ll ‘check out’ in spirit so they’re no longer being fully engaged in their work. So it’s important to find out what people really think and feel, even if that process uncovers some uncomfortable truths.
“Equally, facilitating in-depth dialogue with those on the frontline almost always draws out solutions that would never otherwise see the light of day.
“And so much research points to the fact that satisfied colleagues create satisfied customers. Improving the employee experience is a big win for everyone.”
If you want to get to the truth of what your people are thinking and feeling, then you need to take a deep dive into the employee experience. Read more about our approach to understanding and enhancing customer and employee experience. Or talk to us today about how we can shed light on your organisation’s Moments of Truth.
”It’s important to find out what people really think and feel, even if that process uncovers some uncomfortable truths.
Christina Dolding, Axiom consultant
