We started a process last October with the team of “Customer Service” of Suntory Schweppes . They total 61 people. As is our custom we involved each and every member of the team.
We started from a very high threshold because this team already had great customer service… they wanted to be exceptional.
With a representative group of 16 people we facilitated a pre-summit called the “conspirators”. In November we celebrated a two-day Summit with 70 people, including all the team of customer service, as well as, the stake holders who were necessary to mobilize the system: representatives of sales, logistics and finance…. The culture of the company, the pride of belonging, the great talent there was in room made us surpass all expectations. The collective action generated seven areas of opportunity, which were converted into actual projects.