Inside Job

Abstract:This article presents a case study of a financial institution's use of an internal team, rather than external consultants, for some continuous improvement and organizational development (CIOD) activities. The CIOD team at Lincoln Financial Group focuses on internal business consulting and provides the organization with services for actual cost rather than cost-plus, which occurs when Lincoln Financial does seek outside consultation. Unlike many continuous improvement (CI) teams that struggle with definition and method, the CIOD team focuses on its internal client base. The article describes the organization of the team and explains how it operates. Traditional approaches to CI, in which the focus has been the method, have been successful at many organizations. For Lincoln Financial, however, the CIOD team has found that executing an operating model focused on client partners and successful drivers of how the work is done, rather than what is done, is most successful. Using this approach, a …

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