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MRO Corp - Customer Service Training Team of the Year

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: MRO Corp, Norristown, PA
Company Description: At MRO, we’re dedicated to making a difference in the healthcare industry. We do this by helping close the gaps in Health Information Management (HIM) and technology systems to standardize and safeguard the handling of confidential patient-identifiable information, and drive system-wide security and compliance.KLAS has ranked MRO the #1 provider of Release of Information (ROI) services since 2013.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Other Service Industries

Nomination Title: MRO's Customer Service Training Team

Tell the story about what this nominated team achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Over the last five years, MRO has fully committed itself to establishing and building an industry recognized Leadership and Management Training Program. The story behind this program stems from MRO’s rapid growth and the need to provide usable material to our key leaders and decision makers in addition to preparing for the need to strengthen our ranks with new leaders promoted from within.

One of our first goals was to establish a program that would provide our leaders an opportunity to experience live, in-person training two times per year. MRO’s 25% year over year growth coupled with the reality that our leadership team was spread throughout the entire country posed logistical problems. The desire to provide and receive training was apparent the from all leaders involved. After searching for the ideal training partner, we decided on Goals, Inc. from Media, PA.

Goals, Inc. quickly proved their worth to MRO. We decided during our planning sessions to offer three trainings per year at our headquarters in Valley Forge, PA. The program consisted of two full day sessions on an array of leadership and management topics as well as one-on-one sessions with each member attending the meetings. Some topics we offered included: Understanding your Leadership Style, Enhancing Business Acumen, Continuing your Growth as a Leader, Techniques for Building High Performance Teams and Developing Strategic Thinking Abilities. The foundation of the program was based on a solid self-understanding before all else. The tool used to provide feedback to each leader was the Keirsey/Myers-Briggs assessment.

As the program took shape, we quickly realized not only the value of the sessions and one-on-one development opportunities Goals, Inc. provided but also the social value of bringing leaders from all over the country together. The ability for peers to interact with each other, learn from each other’s strengths and weaknesses, and gain visibility within the full management group at MRO helped push the company ahead during this exciting but stressful growth period. To provide perspective, MRO had just shy of 300 employees five years ago and today have just over 1100.

As we moved along, we’ve added to the existing program and now host an annual Management Kickoff meeting in Florida each year. We invite every key company leader to a full week of offsite activities both formal and informal to reestablish on a yearly basis our commitment to providing the best possible leadership training experience within our industry. We have added an array of speakers to our repertoire year over year whom provide the message we want to drive home. The message is simple, our company culture is one of excellence and we recognize that in order to stay on this level, we need to be relentless when it comes to providing the necessary training to our leaders.

Finally, MRO has just engaged another key partner, THRiv Human Capital Group ( https: //www.thrivhcg.com/ ) in Philadelphia. THRiv will provide additional customized material to support our growth and build on what we established and developed over the last five years with Goals, Inc. They’ll provide a deeper talent pool of certified leadership instructors and career coaches which will help us leverage skillsets within our existing team. In late 2017, THRiv began a needs assessment on what MRO lacked within our current program. From the initial assessment, it became apparent that we needed to expand our tactical training offerings and add client facing sessions. Each year, our current and prospective clients demand more from MRO in regard to reporting and communication around the established partnerships. THRiv fully understands the demands of our industry and has delivered material to our group that addresses this need. THRiv also subscribes to the 360 coaching and feedback model and now uses this as a basis for coaching and development. We are just beginning our journey with THRiv and we are excited to see what this partner can provide MRO.