Eriaan, O., ChangeWright Consulting, Johannesburg, South Africa; Cady, S.H., ChangeWright Consulting, Johannesburg, South Africa
We present a case study based on a body of methodologies within a field referred to as whole system collaboration and change, large-group methods or interventions, and large-scale change. The World Café conversational process was utilized as part of an intervention designed to improve employee commitment and ensure continued effort in a service improvement program at an Information and Communications Technology (ICT) company. We describe the process for evaluating the impact of interventions; and, we report that the intervention appeared to improve an objective measure of performance and positively impact attitudes within the organization.