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When this Michigan utility, having recently undergone a series of
mergers, realized its customer service was suffering, executives
at Great Lakes Energy brought in TMR to help develop a winning strategy
from two distinctly different operations and cultures. As TMR worked
with employees at all levels of the company, it became evident to
the leadership team at Great Lakes Energy that what was happening
in customer service was actually a reflection of a greater need
for a single, compelling vision and strategy that would unite and
guide management decisions and future development of the company.
Even the best-planned mergers encounter challenges in creating a
new culture, standardizing processes, and leading change. TMR has
worked with Great Lakes Energy in the development and implementation
of its new vision and strategy. We used a variety of techniques
to assess current realities, involving employees at all levels of
the company in decision-making and problem-solving, and developing
a cadre of leaders to ensure the vision becomes reality.
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"TMR/Russ and Leslie were very
effective at relating to the employees at GLE. This allowed
them to gain valuable insight into the issues we had to deal
with as well as prepare us for the development of meaningful
objectives, goals and plans. In addition, Russ and Leslie did
an excellent job of keeping us focused on structure and on the
important tasks. With their leadership, we developed our vision,
mission, principles and goals in a realistic time frame. Without
them we would still be working on it. They are a great team".
Max Binkley, Vice President, Human Resources Great Lakes
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