These Case Studies are examples of the results our clients have achieved 

Case Study 1:      More Effective Training Techniques for Sales Staff

A large enterprise was in a highly competitive market and needed new ways to improve sales revenue. Traditional employee’s sales and motivation trainings were failing to deliver the required results

     Solution:     Percapita developed a new training program targeted at line management, giving them practical tools, training materials and exercises that they could use “on the job” to make sales training and reinforcement of techniques an everyday in-house event and not a onetime solution.

Case Study 2:      Merger and Acquisition Problems

A company acquired a competitor within the same industry with the goal of having it continue operation under the same brand name but as a subsidiary company. The results were disappointing; with declining sales and conflicts between the old management retained under contract and the staff he managed.

    Solution:    Percapita placed a consultant in the subsidiary with an agreed brief to improve joint marketing and cooperation. The result was that the subsidiary’s management had to face up to their unreasonable behaviour in promoting conflict, and the employees were re-educated as to the positive aspects of the merger and possible areas for future positive development.

Case Study 3:     Change Management and Maintaining Service Standards 

A major enterprise was forced to quickly take on new services for which they needed to recruit a large number of employees. This created problems for management, in their inability to prioritise issues, and effectively organise work flows, and the result was a reduction in service standards, increased customer complaints and organisational conflicts.

    Solution:    Percapita created a series of training workshops with all service staff, 1) To implement client focused service 2) To discuss the problems and 3) To improve relations.  This was followed with strategic planning workshops for management, followed by practical trainings to increase management skill and improve organisational culture.

Case Study 4:    Cross-border Business Cultures and Team Building

A Scandinavian company with operations in Finland Sweden, Norway, Denmark and Estonia, wanted to overcome perceived communication and cultural differences which were affecting their international team work and cooperation.

    Solution:     Percapita created a unique one day English language program, based on a pre survey from the participants which assisted with team work and cultural differences and improved their understanding of each other, their cooperation and teamwork.

Case Study 5:    Employee Appraisals and Development Systems

An international enterprise with 190 employees wanted to implement an employee appraisal and development system, but the managers had very different experiences and some very negative experience from using different systems.

    Solution:     Percapita conducted an internal survey and then created in unison with the HR department a  training program to teach management the benefits of the system, based on demonstrated organisational need. Training included practical role plays that turned even pessimistic managers into capable and skilled proponents of the company's appraisal system.

Case Study 6:     Sales Training for International Sales Teams

The sales team of an international trade organisation located in each of the Baltic States, had a problem in communicating self confidently in business English which effected their ability to communicate with senior International managers in clearly presenting their services and price related issues.

    Solution:    Percapita conducted a pre-survey from which we created an English language sales training program, giving them practice in how to present their services, ways to improve trust in client relationships and by including video recording of telephone roll plays,increased the teams self confidence as professionals and overcoming the perceived problems of use of business English.

Case Study 7:    Private Family Ownership and Retention of Key Managers

An International distributor with about 40 employees had a problem with turnover of chief executives for very different reasons, and the constant change was creating instability in the everyday management, resulting in the organisations inaability to retain knowledge and a reduction in employee motivation throughout the organisation.

    Solution:      Percapita interviewed board members and employees and then organised a multilingual team building event to increase morale by building shared common values.  The client’s board was supported in the recruitment of a new MD, while PerCapita measured client service with mystery shopping, and provided sales training programs in Estonian, English and Russian languages.  PerCapita also provides regular summer team building programs to bring together sales teams from different countries.

Case Study 8:     Organisational Effectiveness

An Estonian company had grown quickly to about 40 employees and the senior manager noticed that employee motivation and attitudes were negatively affecting the effectiveness of the organisation.

    Solution:     Percapita interviewed the employees and based on this created a development plan on upgrading the organisational structure and development system. An internal workshop was then created, to allow the organisation to understand which issues were negatively affecting them and the organisation and employees agreed which steps were needed to improve their effectiveness

Case Study 9:     Executive Mentoring

A local Estonian manager had a problem on how to communicate with a Swedish head office because of language barriers and cultural differences. The Swedish head office was worried that they could not support the manager effectively and wanted help in his motivation support and development

    Solution:     A Swedish speaking Percapita consultant mentored the manager for 6 months helping him to improve his communication and express his needs for his own and the company’s development and PerCapita reported to the head office on how to offer the best support given Estonian business culture.

Case Study 10:     Supervision and Stress Management Skills

A government organisation with 300 employees under increasing strain from a difficult and expanding work load, wanted to provide additional stress management and client service training for its staff, however the employees had a negative attitude to all training having been highly dissatisfied with a previous training two years earlier.

    Solution:     PerCapita ran a series of stress management and supervision programs, which allowed the employees to understand their emotions surrounding client service and gave them tools to control stress in difficult situations while improving client service.

Case Study 11:     Customer Service Improvement

An enterprise with 60 employees had high employee turnover, and individuals within the organisation often failed to display essential initiative.  The CEO was responsible for two different companies which created a problem with effective delegation of responsibility within each organisation and this affected overall customer service.

    Solution:    PerCapita interviewed a range of people within the organisation and was able to create a development and training program that helped the managers to take personal responsibility and to more freely use personal initiative.

Handbooks and Manuals

PerCapita has also created the following client manuals and handbooks:

1) Policy Manual for Sports Centers: Working with the Estonian Olympic Committee and the Sports Development council, PerCapita designed a policy handbook for sports center managers, covering best practice in legal and management policies related to sports centre employees. A copy of the manual can be read here.

 2) Estonian Tourist Board Guides Manual:  Sponsored by the Estonian Investment Agency Percapita created a manual of best practice to maintain the professionalism of guide services. A copy of the manual can be read here