- Re-onbording for Managers for a Leading Pharma Company
- Customer Experience Upskilling for Leading Hospital in East Africa
- Sales Training for a Building Materials Group
Client Profile: Signature Healthcare is a leading pharmaceutical distribution company. Believing that everyone has a right to a long and quality life, the company strives to increase the accessibility and affordability of key, quality pharmaceutical products by increasing its reach nationally and throughout Africa. The company was named as the SME of the Year by the Kenya Institute of Management. Other awards won by the company include and award of excellence for improving access to essential medicines during the Quality Healthcare Awards in 2021. The company’s obsession with quality and continuous improvement has led to ISO 9001 certification. Its pharma operations are WHO-GMP certified, while its business operations are housed in a green, energy efficient EDGE certified office and warehousing complex.
Problem Statement: The company needed to on-board and re-onboard its entire management team, including newly hired, and promoted managers. The re-boarding exercise was required to take all managers through another set of onboarding sessions that offer a refresher on culture, company’s mission, values, and procedures. and a chance to ask questions about workplace norms that may have changed so far. The re-onboarding exercise was also required for managers to nurture their existing connection to the organization and with each other.
Solution: We designed, facilitated an engaging re-onboarding session for all managers, including the development of content, facilitation and exercises.
Outcome: A more cohesive management team that is upto date with company culture, company mission, values, procedures, goals and ambitions. A more connected management team with each other and to the organization
Client Profile: The Nairobi Hospital is a non-profit organization that is leading in medical expertise and service provision, with deservedly earned recognition throughout East Africa and beyond as an advanced diagnostic, treatment and referral centre. Investment in the latest technology and medical equipment has seen the hospital establish leadership in medical procedures both in Kenya and beyond.
Problem Statement: As part of the effort to ensure patients receive the best possible experience at every touchpoint, the hospital continuously trains its staff to deliver the best care for patients and interactions with internal and external stakeholders. In this regard, we were retained to design and deliver Customer Experience (CXE) – “patient experience” training for select staff from different departments at the hospital.
Solution: We designed and delivered an immersive, in person, CXE program for the hospital. Thoughtfully conceived and specific content, was developed to give front-line staff a deeper understanding of the impact of their performance on patient experience,
Services: scoping, developing and designing the training material. Delivering training for the target group across the continuum of care.
Outcome: Improved awareness of individual responsibility towards the overall experience of patients, internal and external stakeholders.
Client Profile: Mabati Rolling Mills Limited (MRM) is the largest company within the Safal Group, and was its founding operation, commencing in 1962 at Mariakani, near Mombasa Kenya. The company is the leading manufacturer and supplier of building solutions in Kenya. MRM was the first company in Africa to produce coated steel using a patented Aluminium-Zinc alloy recognized as the leading technology worldwide to deliver superior service life to steel. This technology is licensed to the Safal Group by BIEC International and is branded ZincAl. MRM has an integrated Coated steel facility at Mariakani producing world class Coated and Painted Coated Steel products from which it manufactures a plethora of prestigious building solutions in its facilities across Kenya. MRM has service centers located in Nairobi (off Mombasa road), Kitengela, Thika, Kisumu, Nakuru, Eldoret, Mombasa, Kisumu, Kisii, Meru and Nyeri. These centres avail customized building solutions to consumers. We also have a vast Distributor network across the country to ensure timely deliveries and availability of products to the market.
Problem Statement: Management desired an improvement in seller skills, knowledge, and attributes to drive seller behavioral change and maximize sales success, across the national distribution network.
Solution: We designed and delivered a sales training program, tailored for the building and construction sector, with the company’s products and services as reference points and delivered training to over 50 sales and customer facing employees within the entire sales network of the company conducted over a period of 1 month. Training included a review common objections raised by clients and practice handling them in live drills, such as role-playing exercises.
Services: skills gap analysis, scoping, developing and designing the training material and delivering training for the target group.
Enhanced Sales Skills.