© BASICS 3 2013

SUMMARY: Follett wanted to have a comprehensive understanding of its culture as it evolved to meet the challenges of the digital age, and as a new CEO took the helm.  We helped provide that understanding at two levels: First, we explored and documented how corporate ranks did their work, and second: we identified how employees in the field contributed to company growth, profit, and customer satisfaction.  With both perspectives in hand, the company and it’s new CEO were better equipped to tackle the future.

HIGHLIGHTS: The assessment confirmed, in writing, a lot of what long-time executives supposed but could not prove or in express in understandable terms.  As one executive put it: “We kind of knew these things, but did not have a productive way to talk about them.”  At the same time, there were a few surprises that directly related to how the company made money – something the senior team appreciated and new CEO was glad to know.