Contact: Howard Farfel
800.993.1600 x 5838
Positive Findings Released About Organizational Coaching.
Study Shows that a Global Telecom Successfully Addressed Organizational
Change While Realizing More Than a 10:1 ROI on Its
Investment in a Coaching Initiative
November 20, 2001 -- Coaching.com—the world’s front-runner
coaching at the organizational level—released the findings today
of an independent
study which indicates that coaching provides positive support during organizational
change and brings measurable results through retention-related savings
and increased revenue from enhanced productivity.
An independent research study by Michigan-based Triad Performance Technologies,
shows that a six-month Coaching.com intervention at a well-known global
telecom company* resulted in more than a $2 million positive and immediate
impact to its bottom line.
The global telecom experienced hyper growth in the late 1990’s?moving
from zero revenues to more than a half-billion in just six years. Rapid
success typically has a big price tag—in this case it resulted in
high turnover rates among managers with an estimated aggregate cost of
over $40 million per year.
Coaching.com—which developed the innovative technology platform
that allows one-on-one coaching to be scaled throughout an organization—designed
a coaching initiative that included 67 of the global telecom’s district
and regional sales managers. The Triad study reports that the coaching
initiative brought positive and measurable results in four key areas:
1) Retention of critical sales managers and other top performers led to
increased sales; 2) Managers and their direct reports have more effective
working relationships; 3) Erosion in the company’s customer base
was turned around with improved customer satisfaction; and 4) Increased
revenues have resulted because average performers are now exceeding their
" I have been engaged in completing hundreds of these impact evaluations.
In my opinion, the business impact that the global telecom has and will
continue to get as a result
of the coaching is in the top two or three in total impact I have ever
seen,” says Triad’s Dennis Dressler who complied the study.
* The actual client name is not used in the report to ensure confidentiality.
This is corroborated by the telecom’s vice president of sales who
says “it has been, without condition, the most successful training
and development initiative that I have seen employees embrace in 20 years.”
The interviews conducted as a part of the study revealed that several
managers who had considered leaving the company made decisions to stay
primarily based on the coaching program and the way it changed their experiences
at work. According to Dressler, the company calculates that retention
of these managers in itself saved $2 million, and longer-term return recognized
from their sales is yet to be measured.
" Coaching has long been used to increase individual human performance,
whether in sports or business. Our theory was that if corporate coaching
could move beyond ‘executive coaching,’ which has proven successful
for top management, and be employed throughout organizations, critical
alignments could be forged between individual achievements and desired
organizational outcomes,” says Blanchard. “We developed a
scalable web-based technology that expands coaching by organizing it in
a methodical framework that allows deployment to larger populations.”
According to Madeleine Homan, Coaching.com’s Chief Coaching Officer
who co-founded the new venture with Blanchard, the company’s proprietary
coaching approach also allows organizations to maximize their return on
investment in training programs. "The Triad interviews show that
learning was reinforced through one-on-one sessions where individuals
worked with their coaches to practice newly-acquired skills and behaviors,”
says Homan. “This coaching process allowed participants to work
on new behaviors over time, create shifts that otherwise might not have
occurred during the training itself, and integrate what they learned from
coaching directly into their jobs,” she says.
" A quality assurance survey conducted after the coaching sessions
indicated that individual clients were highly satisfied,” says Homan.
“Post-initiative surveys show that 92 percent were highly satisfied
with their coaching experience, 90 percent agreed that coaching was a
good investment of personal time and organizational resources, and 86
percent agreed that both the individuals and the organization were significantly
benefiting from the coaching.
" The study result show that within this global telecom, the coaching
sessions have proven to be significantly effective in helping the organization
productively and profitably manage change,” says Blanchard. “The
managers now understand the link between their performance and the success
of the organization,” he says. Blanchard adds that Coaching.com
has similar trials going at organizations in other industry sectors, and
although final results are yet to tabulated, early reports indicate that
there will be similar, positive impacts.
Information about the study and Coaching.com is available at www.coaching.com
or by phoning 1-800-993-1600.
Founder and Chief Executive Officer Coaching.com
Scott is the creator and passionate champion of Coaching.com’s vision
and a tireless advocate of coaching in the workplace.
As a Blanchard family member and part owner of The Ken Blanchard Companies,
he represents that organization’s “next generation of leadership”—those
who are charged with leading the business into the future. Scott served
as a consulting partner with The Ken Blanchard Companies for more than
six years, leading major training interventions at Sprint, Black &
Decker, General Motors, Honda, and Kodak. He was the principle architect
of Blanchard’s strategic alliance with Ninth House Learning Network—a
platform that provides engaging e-learning solutions to teach employees
crucial business and communication skills by delivering multiple channels
of interactive programming to the user’s desktop.
In addition to serving
as Coaching.com’s CEO, he is the liaison for its alliances with
Ninth House and the Ken Blanchard Companies.
Madeleine Homan, MCC, Chief Coaching Officer Coaching.com
With more than 10
years of experience as a certified business coach, Madeleine was an original
advisory Board Member and Senior Trainer at Coach University, and is currently
the Vice President for Professional Development for the International
Coach Federation of which she is a founding board member. During her professional
coaching career, Homan has designed several coaching programs for large
organizations which include PictureTel, Credit Suisse, Forrester Research,
Lucent Technologies, and several of the big five consulting firms. She
was the Head Coach and Project Manager for a coaching initiative at a
New York investment bank, which rolled out coaching to support a new competency-based
performance system to 2100 employees.
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