TALENT & PERFORMANCE
Technology & SaaS
Mindset change from Services Mindset to Solution Mindset
The Challenge
A leading engineering focused IT services and solutions company. As they moved further from Services to Solutions, the leadership required re-emphasis on key skills around Solutioning, and mindset change to Solution Centricity.
Key challenges faced by them were:
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The Services mindset was entrenched in the culture
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There was a mix of leaders from different companies and culture having differing ideas about the way-forward
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The mindset required to be changed while the business was growing and had to be delivered – classic case of changing the wheels of a running car.
The Approach
Given that this need required a big cultural shift required, Effilor’s Solution Approach was to take a holistic approach to ensure stickiness. Effilor suggested a 3-phased approach:
01
Phase 1: Knowing the Organization
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Conducted deep diagnostics to understand cultural dynamics, leadership styles, and team behaviors.
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Phase 2: Focused Development – Left & Right Brain Integration
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Left Brain (Analytical Thinking):
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Strengthened competencies in logic, structure, planning, and performance metrics around customer centricity and building accountability & ownership
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Right Brain (Creative & Emotional Thinking):
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Cultivated skills in design thinking, trust and adaptive leadership.
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Fostered collaboration in team interactions.
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Phase 3: Coaching & Feedback
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Embedded ongoing coaching to reinforce behaviors and mindset shifts.
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Created safe feedback environments for reflection, growth, and accountability.
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Enabled peer-to-peer learning and manager-led development conversations.
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The
Impact
Effilor’s holistic methodology translated into tangible business results, validated through objective KPIs and stakeholder feedback:
01
Highly Improved Collaboration
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Cross-functional teams demonstrated greater synergy and shared ownership.
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Silos were reduced, enabling faster decision-making and more cohesive execution.
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Internal knowledge-sharing became a norm, reinforcing the learning organization ethos
02
Increased Client Satisfaction
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Enhanced team behaviors led to more empathetic, responsive client engagement.
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Feedback loops and solutioning frameworks improved delivery quality and consistency.
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Clients reported higher trust and alignment, reflected in satisfaction scores and repeat business.
03
Focused Solutioning with Customer Centricity
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Sales and delivery teams adopted a problem-solving mindset rooted in client context.
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Solutions became more tailored, relevant, and outcome-driven.
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Cultural shift reinforced customer-first thinking across touchpoints.