Case
Learning Experience Design, Culture Design
Creating a Future at TAP
To align more than 70 people through a workshop that culminated in the design of The 10 Principles of Customer Relationship.
Good reasons for the customer to have.
The experience we created took place in early February 2017 and lasted two full days. It sought to mobilize people for the challenges of that year, to strengthen the understanding and customer orientation ("Customer Centric Organization"), to strengthen ties between different areas of the company, to enhance mutual help and interaction between areas, to thank the effort made in 2016 and to contribute to a sense of urgency in consolidating and building the company culture.
Create a Culture of Consistent, Good Customer Service.
We contributed to create a context of learning, networking, and collaboration, based on the knowledge and good understanding of the company's strategic orientation and the joint construction of basic and mandatory principles of good customer relations.
A good mix, strong involvement.
The formulation of the workshop 's agenda favored a mix of information sessions, creative work, and leisure activities, in an atmosphere of vigorous work pace, with strong involvement and participation of people, which was the key to the initiative's success.
"I am very satisfied. We had intense days from which a new team culture results. I am proud of our Sesimbra Treaty that will go down in TAP history."
Abílio Martins, TAP Marketing & Communication VP
Besides the experience, the creation of culture.
Besides having helped create the conditions for building and implementing the strategy of a "Customer Centric Organization", we have observed that a couple of intangible results have been achieved.
There has been a strengthening of trust and interdepartmental relations between areas that work together frequently, and a deepening of knowledge between people, facilitating communication and information sharing.
In addition, some critical factors for the implementation of the strategy were identified, as well as actions to apply it in the field. The "Sesimbra Treaty", containing the 10 Principles of Customer Relationship, was drafted and widely disseminated throughout the organization.