Challenge
Siloed improvement efforts fixed local pain points but created friction at their boundaries. Leadership needed a systemic approach that aligned culture, workflow, and technology under a single change narrative.
Strategy
- Map people → process → platform dependencies so no change lands in a vacuum.
- Introduce adaptive loops—measure, learn, iterate—at every layer, backed by shared KPIs.
- Establish a change-orchestration office that pairs coaches with engineering leads to co-own outcomes.
Execution
- Ran cross-functional value-stream mapping; identified eight hand-off delays totalling 19 h per feature.
- Re-architected workflow in a Kanban model, supported by a unified DevOps toolchain and automated compliance checks.
- Facilitated fortnightly retros that blended cultural feedback with telemetry data—turning sentiment and throughput into one dashboard.
- Coached managers on servant-leadership practices, boosting psychological safety and experimentation.
Outcomes
- Lead time for customer-facing features dropped 35 percent without extra headcount.
- Employee engagement surveys showed a 22 percent lift in “clarity of purpose.”
- Incident recovery time fell from hours to minutes due to integrated tooling and shared runbooks.
Key Capabilities Demonstrated
- Systems-level orchestration of people, process, and platform
- Continuous-improvement loops grounded in shared metrics
- Culture-tech alignment that sustains long-term agility