Case Study: ARAMARK Refreshment Services
Aligning and engaging leaders and employees during change and beyond
THE CHALLENGE
It was a unique period in the evolution of the business. Clarity and direction were required to navigate changes to 2,200 associates in 89 locations. Employee engagement would be required to meet the commitment to customers and the Corporation.
At the time, the company faced impending changes in its underlying business model and the marketplace was also changing. Economic pressures were permanently changing customers’ buying decisions and behaviors, and the company was preparing to announce and implement its first-ever reductions in force (three over the course of a fiscal year).
OUR WORK
We studied recent communications and strategy documents, conducted executive interviews, developed a “strawplan” business/message platform, facilitated a working session with the leadership team (president and direct reports), engaged the leadership team in a step-by-step process for revising and adopting the business/message platform and guided them to consensus around two potential platform versions. We then tested and validated the business/message platform with associates. We also developed and executed the communication strategy for all three rounds of reductions, counseled the business unit president and his leadership team and conducted a communication training course for all direct reports of the leadership team.
THE RESULTS
A final version of the business/message platform was created and adopted by the leadership team, embraced by associates… and was still in use 18 months later. This business/message platform formed the foundation of all formal communication in the company. In addition, employee engagement and other metrics improved even though the company had reduced its workforce by 20%.
