Case study

COACHING CASE STUDY
CITYBANK HANDLOWY, WARSAW

The work was carried out in Global Transaction Services in 2007 – 2008


TRAININGS
  1. 2007 Two Corporate coaching trainings
    Approximately 20 people in each training (Team leader and senior management level)
  2. 2007 One train the trainer coaching training
    Approximately 15 people (Team leader and senior management level)
  3. 2008 Two team coaching trainings
    Approximately 20 people in each training (Team leader and senior management level)
  4. 2008 One Advanced coaching training
  5. 2008 Individual coaching schedule for executives spanning six months

 Between the trainings there were meetings with the team and team leader to exchange feedback, monitor progress in the groups. These took place approximately every month.

 

COST OF COACHING

(Fees, associated costs, management days lost, disruption to business etc.)
Total cost approximately 500,000 USD


INCREASE IN ADJUSTED OPERATING PROFIT IN THE PERIOD

Total approximately 80 Million USD
Amount attributable to the coaching by Citibank sponsor 10%-30% (Equivalent to between 8 and 24 million USD)


ROI (Return on Investment)

Between 15 and 48 times cost (1600% to 4700 %)


INTANGIBLE BENEFITS

(As reported by the participants and the sponsor)

  •   Citibank launched two innovative products during the time
    1. Mobile payments linked to direct debits
    2. Monitoring of cross border payment flows.
  • A more innovative approach leading to better results
  • Increased influence of the people on other parties (e.g. Vendors)
  • More empowerment
  • People feel the owners of the process and the product
  • Focus on Value
  • Less criticism of ideas and less fear
  • A more open search for solutions
  • Ownership – people take care of projects
  • More open communication
  • More listening
  • More questions
  • More discussion
  • More satisfaction in work

The sponsor also commented that overall both financial and intangible ‘people’ benefits for the organization go beyond the two years for which the impact has been measured, because people will continue to use the acquired skills and competencies into the future.