Success Story: MDA LeaderBuilder Coaching® Improves Operations Team Performance

Challenge

One of the nation’s leading medical device companies brought in a new leader, “Brenda,” to significantly and sustainably improve operations practices in one of the company’s fastest-growing divisions. Highly intelligent, technically proficient, and driven to achieve results, Brenda was an ideal fit for her role. However, her personality at times rubbed people the wrong way, particularly members of her own six-member team. For example, Brenda might publicly criticize one of her direct reports in a team meeting, eroding team member trust. Because of her leadership approach, Brenda was having difficulty gaining her team’s maximum strength and support.

Solution

Brenda began participating in LeaderBuilder Coaching® from MDA Leadership Consulting, an intense nine-month program for high-potential leaders that accelerates the ability of participants to achieve team goals and drive business results. A leadership development assessment and series of 360-degree feedback interviews revealed Brenda’s aptitude for her role and her need to improve her interpersonal skills. Brenda and her MDA coach discussed and decided on three areas of focus: 1) improving her interpersonal delivery and impact; 2) developing the “bench strength” of her team; and 3) developing a high-performing team focused on common goals.

MDA’s contextual knowledge of the culture in this particular division helped in coaching Brenda. Populated by highly independent thinkers (including Brenda and her team members), the division was not accustomed to the use of coaching as a tool to support high-potentials, and some perceived it as a remedial effort rather than a development tool. Additionally, Brenda’s team members preferred to work in isolation from peers, wed more to their business relationships than functional reporting lines. These elements posed significant challenges for Brenda as she worked to build the consistency and performance of the operations function.

To quickly gain traction and results, MDA helped Brenda with a series of tactical leadership improvements, including instituting regular team meetings and assisting her in managing her tendency to be overly direct and abrasive with team members and peers. Soon a more engaging and authentic side of Brenda emerged, willing and able to be less prescriptive and more collaborative in both formal and informal interactions with others. In particular, MDA helped Brenda engender an atmosphere of trust in the team and a focus on team and individual performance and development.

Results

Brenda’s leadership development efforts succeeded on all counts. She gained more trust and engagement from her team, leading to significantly enhanced team performance – at a return rate far surpassing the initial cost of her coaching. Based on her team’s improvement, Brenda was asked to lead enterprise-wide efforts to leverage the operations methodology mastered by her team, and was promoted to a new, more senior role within a year of completing her MDA coaching.