Medcare Group Service Culture Shift Program - cld-mena


To help transform the culture at the organization from a KPI driven focus to a Service & Key Result Area focused one. Particular focus on the themes of Communication, Service and Motivation.


Using our consulting methodology of Diagnose, Transform and Sustain a customized program was launched that focused on global best practices around healthcare sales and service.

  • Diagnose :We reviewed the current situation of the Line Managers who scored lower on the employee’s engagement survey and devised a 3-months program for improving their involvement/association at Medcare to help drive the culture change forward.
  • Transform :We adopted a modular approach for this program with 3 interactive sessions, one each month and run a performance review after the workshops to understand how often or rarely the Line Managers used the tools and techniques taught and also look at the impact of these on the culture and the overall performance levels. Topics Covered Included
    • First Session–Intrinsic Motivation Rewards Analysis
    • Second Session–Service Excellence |& Appreciation
    • Third Session–Advanced Communication based Empowerment
  • Sustain :Check-Point/Check-list
    • Post Program–Interviews with Managers
  • Timeline : 3-month program in 2019
  • Program Language: English & Arabic