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In an overview document such as this, it is not possible to capture all of the approaches used and the full flavor of the impact of the change. Training, assessments and interventions were designed and deployed to capitalize on concepts such as Managing Complex Change, the principles expressed in The Gallup Organization’s book, “First Break All The Rules”, Systems Theory, and many other leading thoughts (both cutting edge and tried and true) from the broad spectrum of organizational development research. This space also does not allow the exploration of the complexity of many of the interventions. For example, the multi-dimensional rewards and recognition approach, driving for both intrinsic and extrinsic motivators, and the lessons learned from it could be the subject of its own paper.
Finally, although the change has been anchored in the culture, the journey is not yet over. The ongoing effort is to take the organization to world-class performance levels through the application of emergence and adaptive organization theory. If the past success is any indication, the organization will continue to evolve to always greater levels of emotional energy, customer satisfaction and productivity.
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