Client Case: Inter-American Development Bank
IMPROVING CUSTOMER SERVICE WITHIN THE INSTITUTION TO ENSURE EXCELLENCE IN CLIENT SERVICES AND INTERNAL COLLABORATION
One of the Rainforest authors and an RFS partner were asked to deliver a motivating keynote address, with case studies, and facilitate activities to help participants embrace innovative ways to ensure excellence in client services and internal collaboration.
Participants & Process
Keynote and workshop attended by approximately 90 management and front office staff from the Finance & Administration department.
Participants completed the Rainforest Canvas model explained in "The Rainforest: The Secret to Building the Next Silicon Valley" to take stock of the innovation supporting elements in the IDB organization.
- Joe Sterling, Greg Horowitt
Following the Rainforest presentation (60 min), the participants in this department retreat, assessed their strengths and improvement opportunities for improving customer service to internal stakeholders; then used our tools to build 8 scenarios that explored highly innovative improvements.
Event documentation included real-time graphic facilitation, photographs, and participant work organized into a colorful journal to support follow-on planning and implementation.
- The group ultimately created a consolidated vision that leadership could act upon to improve the institution's culture.
- Analysis and recommendations for a new innovation incubator were one of the follow-on activities that an RFS partner contributed to for IDB after this session.
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