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Creating Personal Ownership and Accountability

Client scenarios have been kept anonymous. In all cases, the clients are available as references upon serious requests to seek specific insight into how we can assist you and your organization.


In an increasingly complex environment, a national wholesale distributor was experiencing declining growth and margin pressure. The CEO wanted to shift Branch and Corporate leaders toward more intense ownership and accountability for results, including improved service levels, increased customer loyalty, improved profitability.

What we did:

  • Branch Managers and department leaders completed a customized "360" feedback survey, and confidential leadership assessments were reviewed in one-on-one meetings with a coach to develop an action plan.
  • A leadership summit meeting was held to redefine and operationalize "leadership" and "accountability." This included safe but direct in-person sharing of feedback among leaders, fine tuning of individual and team action plans, and establishment of follow-up systems to support implementation.
  • We facilitated interacting training in leadership and emotional intelligence.


  • Each branch developed new quarterly business plans, with new system for regular review and coaching by the CEO and CFO.
  • New roles and responsibilities were defined and publicized across the organization.
  • Profitability increased across all branches.
  • Key talent was retained, while others who would not or could not make the cultural self-selected out.
  • New, specific incentive plans were developed for Branch Managers and deeper in the organization
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