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| 2Serve |
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2Serve offers services to over 50 international scheduled and charter airlines amongst which are some of the most respected and successful airlines e.g. Emirates etc. It is the largest third party handling agent in Cyprus, with its own check-in counters in both Larnaca and Paphos airports. With all the necessary facilities at their disposal, 2Serve’s highly trained staff ensure the smooth and prompt coordination of all airport services for their clients. By focusing on the traveler’s satisfaction and on quality, they safeguard their own reputation and that of their clients.
2Serve operates in a highly competitive environment where Quality of Services, Safety and Cost Effectiveness are paramount. To maintain its position as market leader, PeopleAchieve was invited to design an inside out process. The brief was to strengthen the internal culture in order to ensure higher levels of quality, customer satisfaction and overall performance.
In the initial stages of the process an additional challenge was thrown in, a merger. PeopleAchieve facilitated the aligning of two different cultures.
The Solution
Through a series of workshops, staff identified the values that would firstly enable the common culture to be strengthened and secondly, enable 2Serve to maintain its market-leader position. People became aware of how culture impacts business performance, and moved forward to crystallize a set of common values that support the vision of 2Serve. They then received practical training on how to incorporate these values in all aspects of their daily work.
In parallel a coaching culture was developed. Supervisors and managers received skills training, on how to give motivational and constructive feedback that enhances performance and keeps the values alive. They were also trained on effectively using the new Performance Appraisal System that PeopleAchieve designed for 2Serve. The objective of the appraisal system was to ensure the long-term staff development needed to keep the organisation at the forefront.
The Results
Through the process PeopleAchieve designed
2Serve has a common culture that staff feel loyal to
The 2Serve culture supports the vision and business strategy of the organisation
Staff is being developed on an on-going basis through coaching as well as the performance Appraisal system to achieve higher performance levels
Comment
Mr Ian Hay, General Manager of 2Serve commented: 'Since we began our culture change process - complicated by a merger shortly after starting - with PeopleAchieve, we have been impressed by the results. PeopleAchieve's direct involvement, along with their continued management support, has re-energised the approach to human resources thoughout our business and delivered a more positive, coherent business culture. Overall, PeopleAchieve's services have provided excellent value for our business, its management and employees.'
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