Eaton case study

Background

Eaton Aerospace is a leader in the development of hydraulic and motion control components and systems for the aerospace industry. It has plants in 29 countries, employs 64,000 people and $13.0 billion in sales.

Impetus

As a result of rapid growth, Eaton’s customer service practices were slipping, resulting in dissatisfied customers. There are very few customers in the aerospace market and Eaton could not afford to lose any of them. The stakes were high.

Solution

Avatar created an engaging outcome-based curriculum, using a blended-approach to learning and built on an easy-to memorize four part mnemonic:

Know Your Customers
Be Proactive
Keep Your Promises
Create Value

The curriculum featured a series of self-directed courses, followed by a full day participatory workshop, built on a novel and engaging flight-related experience. Turbulence and In-Flight movies reinforced the need for change, and highlighted the four key principles. The simulation included boarding passes, 1950’s style flight attendant uniforms, an in-flight magazine, safety brochure and even a full-sized model of the interior of a Boeing 737.

Result

Reactions to the change initiative were very positive. Eaton employees, at all levels, became more aware of customer needs and customer service improved worldwide. Avatar’s turn-key approach included expert guidance, the design and development of high-quality management tools and custom-branded materials. Avatar was Eaton’s one-stop partner for change management and improved human performance.

Eaton case study

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