Building a Visionary Culture
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- NAVEX Global
技术栈
- Not mentioned
实施规模
- Enterprise-wide Deployment
影响指标
- Brand Awareness
- Customer Satisfaction
技术
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- Professional Service
适用功能
- 商业运营
用例
- 监管合规监控
服务
- 数据科学服务
关于客户
Serco Group is a leading provider of public services. It operates internationally across five sectors and four geographies: Defense, Justice and Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. As a company that works with governments and public sector organizations, Serco’s reputation has always been critical to its success. The company's senior leadership always emphasized being a values-driven organization.
挑战
Serco Group, a leading provider of public services, faced a major crisis in 2013 when it was accused of overbilling and misreporting data on two important UK government contracts. The scandal had a significant impact on the company's reputation and share prices, leading to the dismissal of senior leadership. The company then began a process of corporate renewal, focusing on recruiting new senior leadership, improving transparency in customer relationships and commitments, enhancing governance, internal controls, oversight, monitoring and other systems, and renewing focus on culture and ethics.
解决方案
At the height of the crisis, Serco’s board of directors brought in NAVEX Global to perform a cultural assessment of the UK-based business organization. The report generated by NAVEX Global produced a clear overview of the key issues that were inherent in the organization that needed to be addressed. To fix these problems, Serco had to bring a strategic focus and a defined purpose to the task. A newly formed Corporate Renewal team rebuilt Serco’s governance structure and aligned it with the core values of Trust, Care, Innovation and Pride. With the renewed commitment from the board and new senior leadership, Serco revised its governance structure, better resourced divisions, reviewed policies and processes, developed a leadership model, added rigor to reporting mechanisms, completely rewrote the code of conduct, and moved from having a whistleblowing process to a ‘speak up’ process.
运营影响
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