From Crisis to Collective Excellence
Our client is a health services provider facing acute performance challenges. SLA targets weren’t being met, and tension between departments threatened to create a blame culture rather than collaborative problem-solving.
They wanted to improve operational performance while preserving the expertise and dedication their teams had built over years of serving clients with complex care needs.
How we Made Change Happen
Reframed the crisis as an opportunity for collective discovery rather than individual blame
Facilitated LEGO® Serious Play® sessions where teams mapped their complete service system—customers, promises, roles, and connections
Created space for teams to recognize existing strengths and success patterns they hadn’t made visible before
Supported the development of visual management tools designed by the teams themselves, based on their insights into what drives quality
Meaningful results
Service delivery time reduced from 6.3 days to 1.0 day through team-discovered bottleneck solutions
€450K cost avoidance through efficiency improvements identified by teams closest to the work
20% productivity improvement via self-designed steering methods
Teams shifted from blame culture to learning culture with genuine ownership of continuous improvement