The company had recently gone through an organisational restructuring exercise, which had resulted in some areas of the business being reassigned to other areas. On paper, the changes had made a lot of sense, however in practice, there were a lot of ‘integration’ related problems causing friction between departments and impacting service efficiency.

• Identify underlying causes and sources of friction
• Clarify Roles and Responsibilities
• Improve working relationships

• We took a very pragmatic approach by going out and talking to people informally to better understand the reasons behind their frustrations. The exercise identified that due to the organisation redesign and changed reporting structure, roles and responsibilities had become unclear and confused.
• Workshops were set up to clarify roles and responsibilities. The workshops also gave people the opportunity to discuss and agree pragmatic ways to improve working relationships.
• Within a short period of time, relationships had improved which had a positive effect on service efficiency