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Case Studies
TESSI
Cultivating a Feedback Culture: A Case Study of Strengthening Performance and Engagement in an Insurance Claims Department
The Problem:
An insurance company’s claims department sought to develop a strong feedback culture by equipping leaders and managers with the skills to provide effective, ongoing feedback. To achieve this, the organization partnered with Tessi to deliver a structured training program that emphasized both informal and formal feedback processes while embedding feedback habits into everyday conversations.
The Solution:
Tessi collaborated with the company to design a feedback training program. This included customized formal and informal feedback workshops tailored for claims leaders, equipping them with the skills needed to provide structured, constructive feedback to their examiners.
To reinforce the learning experience, Tessi administered weekly microlearning content, activities, and exercises through a coaching app, ensuring that leaders could apply feedback practices consistently. These bite-sized resources provided actionable guidance on feedback frameworks, effective communication, and the role of feedback in career growth. Beyond skill-building, the training aimed to shift the organizational culture, making feedback a natural and expected part of daily interactions rather than a reactive process.
The Impact:
The introduction of informal and formal feedback training enhanced the department’s approach to performance management. Leaders developed confidence in delivering meaningful, constructive feedback, both informally and formally, which improved employee engagement, performance, and accountability.
Empowering Leadership: A Case Study of Developing Managers in a Property Management Company
The Problem:
A property management company identified a gap within its management team. While managers excelled in their technical expertise, they lacked structured leadership development to help them effectively manage teams, develop themselves, and drive organizational success.
The Solution:
Tessi designed and delivered the management development program through a blend of facilitated training sessions, structured participant guides, and interactive learning experiences, ensuring managers could apply key leadership principles in real time. To deepen engagement and provide practical insights, Tessi incorporated fireside chats with senior leaders, where managers could engage in candid discussions about leadership challenges and best practices.
Beyond traditional training, the program fostered a culture of peer learning, enabling managers to share experiences, collaborate on problem-solving, and learn from each other’s successes and challenges.
The Impact:
The program received positive feedback from participants, who valued the opportunity to learn in a structured environment while engaging in meaningful discussions with peers and senior leaders. The program successfully empowered managers with the confidence and tools to lead more effectively, creating a more cohesive, accountable, and high-performing leadership team.
Additionally, as a direct outcome of the training, regional managers collaborated to develop a proposal outlining key root causes of organizational challenges and presented strategic recommendations to senior leadership. This demonstrated the impact of the program in enhancing managers’ ability to think critically and drive solutions at a leadership level.
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