Putting a Stake in the Ground for the Future of DRS Technologies

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DRS Technologies is a defense contractor that provides sustainment solutions for field deployment in military settings across the globe. In early 2010, the company reorganized to increase understanding of and improve service for their customers. The resulting matrix-style structure created several Campaign Teams and meant a significant reporting change for key employees. Even more significantly, the new structure required culture and behavioral adjustments that would not come easily for a company that had been in business for over 40 years.

Pretium worked directly with the DRS Senior Team and Campaign Team leaders to carefully discern the new necessary behaviors and partnerships required to make the new structure a success for the company. In order to achieve the company’s goals, we designed and implemented a robust 360° assessment process with the management team to understand gaps that could put the reorganization at risk at both the senior and front-line levels. We worked both individually and in groups to achieve better alignment and execution of this new process.

To ensure the new process permeated the company after the reorganization, we designed and implemented a definitive major initiative with the front-line staff throughout the company. We conducted several cross-functional sessions with over 500 employees in three locations to help them connect the dots between the new structure and how to conduct everyday business using a new customer-focused attitude and approach. During the interactive sessions, Pretium utilized our exclusive Collaboration Continuum™ to demonstrate the importance of collaboration among employees, Campaign Teams and leadership levels in this new environment. Employees gained mature communication skills, a new sense of accountability and a renewed commitment to the organization’s new mission and vision. As a result, a path was created to transform a structural realignment into an opportunity to connect employees with the new corporate vision for how DRS Technologies would begin a renewed era of elite customer service.

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About Jack Dempsey

Jack Dempsey, CEO, heads Pretium Solutions’ Customer Experience & Sales Area focusing on Customer Loyalty, Brand Loyalty and Customer Retention Strategies. He directs Pretium’s revolutionary customer loyalty program, the Golden Touchpoint™. Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions and customer service, call center and sales training, consulting and leadership programs. Pretium shows companies how to create, build and maintain customer loyalty, the most important measure of a company’s success with its customers and the most profitable customer service outcome.

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