Values drive a successful transformation

Rentokil Initial (RI) is one of the largest business services companies in the world, with revenues of more than L2.2 billion. In 2008, the poor integration of acquired companies and a general lack of investment led to a weak financial base and lack of infrastructure to sustain its success. The inco...

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Bibliographic Details
Published inCommunication World Vol. 28; no. 2; p. 40
Main Authors Padley, Malcolm, Coley-Smith, Helen
Format Trade Publication Article
LanguageEnglish
Published San Francisco International Association of Business Communicators 01.03.2011
Subjects
Communication
Customer services
Employee involvement
Focus groups
Leadership
Line managers
Meetings
Performance management
Pest control
Strategic planning
Teamwork
Turnaround management
Values
United Kingdom > UK
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Summary:Rentokil Initial (RI) is one of the largest business services companies in the world, with revenues of more than L2.2 billion. In 2008, the poor integration of acquired companies and a general lack of investment led to a weak financial base and lack of infrastructure to sustain its success. The incoming chief executive, Alan Brown, set out to institute a new strategic plan to transform the business over three to five years. RI's management team felt strongly that ingraining the right values and behaviors in the business could help transform performance, and decided to use values and behaviors to unify everyone behind the company's new strategic direction and focus on customer service. After two years, service levels are strong; financial performance has improved significantly, with profits rising from 166 million pounds sterling in 2009 to an expected L195 million in 2010; and understanding of and engagement with the values is high.
ISSN:0744-7612