Cisco Systems

Cisco System’s Global Business Services (GBS) sought to build employee engagement with Fortune’s Best Places to Work a key measure, and shift the focus of GBS from shared services “cost-saving” to a “value-adding” business purpose.

GBS declared the vision to “deliver an exceptional employee experience” while deploying a user-centered service model to deliver operational excellence, increase productivity, and create a service culture of increasing engagement.

Despite initial efforts, transition from an “expert mindset” to “customer mindset” was a challenge for GBS team members.

Uplifting Service introduced the Service Culture Architecture to align systems, policies, and processes. Staff learned to apply proven principles while building a mindset for continuous improvement.

KEY ACTIVITIES AND RESULTS

  • A Service Leadership Workshop was conducted for senior leaders at GBS.
  • Workshop Leader Certifications were held in the US and India to build a global team of Service Change Agents.
  • GBS staff worldwide completed Uplifting Service workshops.
  • Regional teams created a common language of service and identified key Service Transactions for improvement. Behavioral changes and process changes were identified to improve customer experience.
  • A Balanced Scorecard measures workforce experience, efficiency, and operational effectiveness.
  • Cisco has risen to the top 50 of Fortune’s Best Places to Work.

“Uplifting Service met our objectives of creating a cultural mindset that influences every interaction with an architecture to enable our processes, policies, and systems.”

Valerie Jackson
Project Leader/Operations Manager
Cisco Global Business Services

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Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.