“Scott’s design and delivery hit the mark for a global organization going through a significant transformation.”

Leadership Alignment Powers Services Growth

The Need:

Computer technology company Lenovo sought to expand after-sales services as part of a new growth strategy.

This relied on achieving on this objective by:

• Increasing revenue from new service offerings like after-sales services, including equipment setup, repair, and troubleshooting
• Managing scheduling and coordination of delivery of the services via a new, companywide enterprise resource planning (ERP) system
• Increasing the effectiveness and efficiency of serving customers by lowering the customer service expense to revenue ratio
• Leading and managing a massive implementation of a new approach and execution of this strategy with upgraded systems, people, and technology

The Solution:

To help achieve these goals, Scott created a framework to guide the change, which included:

• Aligning with the executive team and senior managers from around the world on one global strategy—with clarity and a shared understanding about the roles of the leaders in the execution
• Facilitating leadership development to improve the skills needed to create change, deepen employee engagement, drive results, increase revenue, and expand margins
• Executive coaching for key executives, as they navigated significant challenges, such as how to lead more effectively, inspire, and motivate, without micromanaging
• Developing a new implementation plan featuring ways to anticipate obstacles and how to overcome them

The Results:

• Country by country, the new system was adopted.
• The strategy to focus on providing services was a success: average service revenue rose 21%.