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Santa Monica Transit (Big Blue Bus)
Services Provided:
Leadership, Team Building, Supervisory Skills, Executive Level Management Skills, Customer Service
Training Medium:
Classroom training, one-on-one coaching, consulting services and on-line coaching and follow-through.
Description of Work:
For four years Insight Strategies, Inc. has provided Leadership, Team and Customer Excellence training to the entire employee base of Santa Monica Transit, the Big Blue Bus (BBB). Special emphasis was placed on linking on-the-job functions to the Strategic Plan, keeping the Vision, Values and Behaviors alive and relevant to organization and to ensuring employees empower themselves to do what’s best for the customer. Insight Strategies, Inc.’s team building, leadership and customer excellence programs were a great success. The employees of the BBB themselves acknowledged through measurement tools that their internal as well as external customer service was significantly improved. BBB has been acknowledged as one of the consistently finest transportation companies in the country.
As part of the “teamwork” effort, Insight Strategies, Inc. facilitated bi-annual “Discussion Session” forums between departments or functions of the Big Blue Bus. This has been aimed at keeping the lines of communication open, issues aired, problems solved, conflicts resolved and processes created and/or adhered to in a facilitated, neutral setting. Additionally, these “Discussion Sessions” serve as forums to utilize skills gained and tools learned through the Insight Strategies, Inc. leadership and team training process.
In addition, on-going Leadership training has been provided to all executive management and supervisors. The emphasis has been on setting the standard for leadership excellence within the organization as well as practicing the value of continuous improvement. Finally Insight Strategies provided one-on-one coaching to select individuals.
The outcome of leadership training to Supervisors: ISI conducted a pre and post training written assessment to measure qualitative improvement on a scale of 1 to 5. We measured 32 factors relevant to improving Supervisor and Manager effectiveness at the Big Blue Bus. The post training written assessment was conducted two months after the training sessions. The recommendations and training process resulted in an average increase of 1.5 points or a 25% improvement.
Client Testimonial:
“I appreciate all the training, coaching, lessons, insights, observations, reminders, encouragement, challenges, feedback, and help you have provided over the last several years that have enabled me to take on this challenge. And yesterday I learned just what a challenge it is."
-Joe Stitcher, Deputy Director, Santa Monica Big Blue Bus
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