Customer Support Services White Papers
Creating a Customer-Centric Culture at Woodside
Overview In response to economic volatility in the Australian oil industry in 1998-99, Woodside decided to focus efforts on the reduction of operational and administrative costs. Woodside identified the creation of a cross-functional Shared Services center as a cost cutting solution. Accenture supported the design and development of a customer-focused culture for the Shared Services organization. Five cultural characteristics were identified to help mobilize the Shared Services organization to achieve service excellence. Accenture helped bring these characteristics to life through the execution of a culture assessment and associated culture training and communication programs. Customers agree that the culture change program quickly laid the groundwork for a customer-centric culture. The Shared Service center staff is responsive, professional and knowledgeable, saving employee’s time and allowing them to concentrate on mission-critical activities.
| Publisher | Accenture | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | January 2002 | Downloads | 128 |
| Format | Case Studies | ||
| Topics | |||
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