Total Customer Satisfaction

The times are
a'changing

Break down silos by enabling teams to shift from a functional mindset to a process mindset

How does it work

Teams are dropped into a simulated cross-functional business setting. They quickly experience the challenges of meeting internal and external customer needs meaning they must redesign processes, roles and communications to overcome silos and accelerate performance.

Key outcomes

• Customer centricity
• Change management
• Supply chain efficiencies
• Cross-functional collaboration
• End-to-end mindset

Business Benefit

• Increased customer satisfaction
• Improved cross-function communication
• Reduced siloes across the organisation; effective change management

Companies who are playing this game

• Timken
• Unilever
• Harvard Business School

Who is it for

• Middle managers
• Business school students

Guide price

£65

per participant
per hour

Who it involves

Normally between 12 to 24 participants in each session (but this is flexible), competing in smaller teams against each other.

They are led at all times by a facilitator either from PBS or the client.

How long it lasts

Most games are 2-8 hours. Some classroom courses last up to 4 days. We tend to avoid playing online for more than half a day in one go.

There is normally some brief pre-work for participants to complete and we suggest a short follow-up workshop to embed the learning.

Where it happens

Almost all of our games can be played face-to-face, virtually or a combination of both.

Increasingly, we are seeing demand for digital games to be played face-to-face in the classroom.
where
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