When repositioning a service department at the Mittelstandsbank, it was possible to activate all those involved and to leave the comfort zone together.
In the first phase, MASCARA developed a multi-stage workshop for the employees together with the department management. Based on research results and a structured self-reflection of the department, a comprehensive assessment of the current situation was conducted. The team then used visualized role models to develop a new vision and a new mission statement for the department.
The second phase of the process was about bringing the common vision to life and translating it into concrete changes. Along a consumer journey, the portfolio and processes were further developed into a new service offering and clear roles, competencies and KPIs were defined. Finally, very concrete tools, for example for proactively addressing managers, were developed and marketed.
In the end, the team had reinvented itself: A visible signal was the new visual appearance of the department now renamed “MSB Learning & Development”, which was designed and implemented with MASCARA. And we were proud to have successfully accompanied this process with conceptual input, workshop designs, visualizations and communication materials.
“MASCARA always succeeds in convincing with innovative, creative representations. Always well thought out and systematically processed. A particular strength of MASCARA lies in extracting the “condensate” from difficult topics and converting it into sophisticated, well-thought-out designs. Mascara has established itself with us as a competent, binding and professional service provider, which we also use for time-critical tasks. ”
Head of Learning & Development Commerzbank AG