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Case Studies

"Service beyond imagination"

Phoenix Insurance Company Ltd.

Client testimonial
"This training activity was the opening shot for a continuous process inside the department around the service theme - left a deep impression on the staff and met the goals big time! " read more

Business / Training goal
h4   Achieve total alignment around the internal SLA (service level agreement).
h5   Prioritize quality of service issue in order to launch a long term work plan.
h5   To coach managers to adopt mentoring skills and receive feedback from their employees.

The Training Process
350 managers and employees took active part in this project. The project included management training sessions, storyboard meetings with the employees, production of 11 customer service short films and corporate image graphic materials. The process and its products were presented in a special SLA launch conference. The work technique was based on film simulations of daily situations, comprehensive practice with metaphors and content from films, practice of creative thinking tools, research and gather information, teamwork at brainstorming teams, narrating, casting, discussions and voting.
The project time period was about 3 months.

The results

h4    Successful service values assimilation - align entire workforce around the new service code
h4    Significant increasing of employees and managers engagement in service improvement process
h4    Increasing employees motivation around clear and focused targets
h4    Strengthening internal teamwork
h4    Strengthening communication between managers and employees
h4    Service training videos made with the employees
 

 
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"Leader as a Coach"

Bank Ha'poalim

Business / Training goal

h4   Present the new organizational leadership approach - leader as a coach
h5   Create practical insights and application of the ideal, barriers and resources required to change the perception of management
h5   To coach managers to adopt the new organizational leadership approach
    Provide managers with training tools for transferring new messages to their staffs


The Training Process
60 managers met for a 1 day training workshop and worked in groups on the metaphorical world of sports scenarios that reflect the organization's new management concept - Leader as a coach.
The work technique was based on an examination of the ideal, barriers and resources required to change the leadership approach. Managers were experiencing film simulations of daily situations, comprehensive practice with metaphors and content from films, practice of creative thinking tools, teamwork at brainstorming teams, narrating and casting.

The results

h4    Raising awareness to change of the leadership perception
h4    
Boarding executive involvement process, including decision-making and harnessing to take responsibility and commitment to the process
   Strengthening internal teamwork 
h4   Reflection of the position of the "field" (managers) about the subjects learned
h4   Training video and internal presentations - corporate training kit for each manager to guide his teams
 

 
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"The sales forgotten tribe"

Comverse, Inc. 


Business / Training goal

Training of sales skills for the entire division workforce customized to the immediate business goal of bringing new customers

The Training Process
60 managers and employees took active part in a day full of experiences.
Work technique was based on practice with metaphors and simulations of daily situations, practice of creative thinking tools, teamwork at brainstorming teams, narrating, casting, directing and photographing.

The results
h4   Providing excellent sales skills training and implementation
h4   Increasing employees motivation and engagement around clear and focused targets
h4   Strengthening internal teamwork
h4    Improvement of the relationship between managers and employees
h4   Sales training videos made with the employees

Please check other success scripts implemented in Comverse:
"The Magnificent 90"

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 "The A service team"

Ono Academic College


Business / Training goal

h5   Redesign of the call center, its roles, values and business vision
h5   Continuous coaching of the call center staff in selling skills and customer service skills

The Training Process
First phase: training sessions in selling skills and customer service skills combined with CastEffect film making exercises, including managers and employees coaching.
Work technique was based on practice with metaphors and simulations, simulations of daily situations, practice of creative thinking development, discussions and summaries, narrating, casting, viewing and analyzing.

Second phase:
training process to produce film of the call center's vision and values, targeted to be the corporate image film
Work technique was based on translating basic terms into values and vision, practice with metaphors and simulations, creative teamwork, narrating, casting, directing and photographing, viewing and analyzing.
Project period of time: 6 months

The results
h4   Significant and immediate improvement in customer service
h4   Strengthening employees and managers involvement and forging "team spirit" around clear and focused targets
h4   Improvement of managers' performance
h4   Improvement of the call center image inside the organization and towards the college management
h4   Definition and implementation of working methods between the college divisions
h4   Strengthening internal teamwork
h4   Providing the right setting for field staff to expose their opinions regarding service issues
h4   Increasing significantly employees motivation
h5   Improvement of the organizational environment
h4   Corporate training video and corporate image film featuring the business vision, service values and service skills
h4   Documenting of training and exercises n selling skills and customer service skills
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 "A corporate magic legend"

DSP Group, Inc.


Business / Training goal
h5   Increasing employees' production and motivation
h5   Learning how to compete with high pressure situation and to implement time management in daily functioning
h5   Establishment of corporate image as a family investing in its members.

The project was intended to be presented during the annual corporate event.

The Training process and the Production process
250 employees, managers and their families took active part in a project full of experiences. Creating a theater play, playing in front of a camera, stage acting. photographing and editing  of interactive theater show combined with cinema.
Project time period: 4 months

The results

h4   Increasing significantly employees' productivity during the year after the project (measured by the organization based on several parameters)
h4   High engagement of the employees and increasing motivation
h4   Successful learning of time management and prevent the burnout of employees
h4   Exceptional social unity of the entire workforce
h4   Unforgettable emotional experience…
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"The Mission: all for one and one for all"

Bank Hapoalim - Poalim by Telephone

Business / Training goal
Define methods and principles for collaboration and cooperation to achieve the corporate goals using the motto "all for one and one for all".

The Training Process
100 managers and employees took active part in a day full of experiences. Work technique was based on practicing with metaphors ("organizational Zionism") by connecting and learning the history of the location ("Mikve Israel"), practice of creative thinking tools,  teamwork at brainstorming teams, narrating, casting, directing and photographing.

The results
h4   Strengthening employees and managers engagement and commitment and forging "team spirit" which is aligned around clear and focused targets
h4   Strengthening internal teamwork
h4   Creating effective and indirect communication between managers and employees
h4   Increasing employees motivation
h4   Improvement of the organizational environment
h4   Corporate training videos made with the bank employees about cooperation to achieve the corporate goals

Please check other success scripts implemented in Bank Hapoalim:
"Becoming a pioneer"
"Preserving success"
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"Corporate red carpet effect"

U-NET and senior executives from leading insurance corporations 


Business / Training goal
h5   Training of 120 company employees and senior managers of the leading insurance companies towards the company's decade's event.
h5   Assimilate and refresh of corporate values and organizational language as established during this decade
h5   Production of the company's decade's event as an Oscar event and in a "red carpet" style with active participation of employees, suppliers, customers and guests.

The Training Process and the Production Process
Active participation of company's employees and managers, including several photographing days and unique animation and sound production
Production of 8 movies – 4 training movies, 2 image films, a single animation film and process documentation film.
Work technique was based on real time filmic simulations, comprehensive practice with metaphors and content from known films, practice of creative thinking tools, teamwork at brainstorming teams, narrating, casting and unique production of animation and sound. Project time period: 6 months

Event production included:
h4   Interactive concept and production using advanced event technologies
h4   Red carpet cinematic event concept and production
h4   Musical concept and production
h4   Stage concept and production, including original stage pieces and cinematic gimmicks
h4   Speaker's text concept and production
h4   Lighting concept and production
h4   Set concept and production
h4   Catering concept and production
h4   Full documentation

The results
  
Measured Increase in employees productivity during a period of 1 year
h4   Unforgettable and strengthening corporate experience
h4   Strengthening of the company's unique image towards its customers and suppliers
h4   Strengthening of the company's values and unique internal language towards its employees
h4   Forging "team spirit" and collaboration around the corporate vision
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"Ready – Set – Fly!"

EL AL Airlines

Business / Training goal
Training project of orientation and onboarding of new employees as part of innovative and comprehensive corporate courseware

The Production
The production included thorough research interviewing entire company's senior management and executives, building concept and script, casting actors and interviewees for the production, production days, photographing and editing.
Dozens of employees took part in the production process.

Project time period: 6 months

The result
Corporate training video as the main toolbox for long term use in the massive recruitment processes of new employees. 

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"The Magnificent 90"

Comverse Ltd.


Business / Training goal
Finding ways to significantly improve the current internal service (conflict resolution), collaboration during challenged situations and forging "team spirit" around this target.

The Training Process
90 managers and employees took active part in a day full of experiences.
Work technique was based on practice with metaphors ("Israeli Industry") by connecting and learning the history of the location ("Ramat Ha'Nadiv"), practice of creative thinking tools, teamwork at brainstorming teams, narrating, casting, directing and photographing.

The results
h4   Strengthening internal teamwork
h4   Forging "team spirit" around clear and focused targets
h4   Strengthening employees and managers engagement
h4   Providing the right setting for field staff to expose their opinions regarding service issues
h4   Increasing employees motivation
h4   Improvement of the relationship between managers and employees
h5   Improvement of the organizational environment
h4   Corporate training videos about "team spirit" and collaboration dealing with conflicts

Please check other success scripts implemented in Comverse:
"The sales forgotten tribe"
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"Becoming a pioneer"

Bank Hapoalim - Poalim by Telephone


Business / Training goal
Find ways to deal with unexpected corporate changes in order to create ground base for growth and positive attitude.

The Training Process
100 managers and employees took active part in a day full of experiences. Work technique was based on comprehensive practice with metaphors ("growth" and "cross culture") by connecting and learning the agricultural history of the location ("Mikve Israel"), practice of creative thinking tools,  teamwork at brainstorming teams, narrating, casting, directing and photographing.

The results
h4   Training of related issues and demonstration of desired situations in an indirect and effective way
h4   Strengthening employees and managers engagement and forging "team spirit" which is aligned around clear and focused targets
h4   Increasing employees motivation
h4   Improvement of the organizational environment
h4   Strengthening internal teamwork
h4   Corporate training videos made with the bank employees about how to deal with corporate changes

Please check other success scripts implemented in Bank Hapoalim:
"The Mission: all for one and one for all"
"Preserving success"
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"Testimony and Hope"

A documentary CSR series of the Isracard group


Business / Training goal
Entire documentation of annual CSR project – delegations to Poland

The Production
h5   Editing of art documentary films in various lengths for documenting these trips
h5   Editing and production of trip books for documenting these trips
 
Project time period: 2 months (each year), started at 2008.

The result
Providing business-social tool for the organization for documenting rich social activity. The films and books deliver the values and the messages which are important for the organization to its employees: collaboration, commitment and group and personal power.
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"Preserving success"

Bank Hapoalim - Poalim at phone


Business / Training goal
Tangible translation of the ability and skills to attain long term internal and external business success.

The Training Process
Over 100 managers and employees took active part in a day full of experiences. Work technique was based on comprehensive practice with metaphors ("attaining" and "enhancement") by connecting and learning the history of the location and wine manufacturing ("Mikve Israel"), practice of creative thinking tools, teamwork at brainstorming teams, discussions and summaries, narrating, casting, directing and photographing.

The results
h4   Strengthening employees and managers involvement and forging "team spirit" which is aligned around clear and focused targets      around clear and focused targets
h4   Providing positive and effective feedback for employees by managers on their achievements
h4   Strengthening internal teamwork
h4   Providing the right setting for field staff to expose their opinions regarding service issues     
h4   Increasing employees motivation
h4   Improvement of the organizational environment
h4   Corporate training videos made with the bank employees about attaining business success

Please check other success scripts implemented in Bank Hapoalim:
"The Mission: all for one and one for all"
"Becoming a pioneer"
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