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Case Study

Engineering Solution Works

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Transforming organizational culture through customer service and conscious leadership

 

About the company

Engineering Solutions Works is a Puerto Rican electrical engineering company that has experienced rapid growth since its founding. With a team of 10 employees, its technical focus and commitment to excellence have positioned it as a trusted firm. However, its fast development brought the challenge of sustaining customer service quality and building a coherent organizational culture.

 

The challenge

Despite providing technical compliance training, the company had never offered a workshop focused on customer service, leadership, or organizational culture. Some of the key challenges identified were:

  • Lack of a clear decision-making structure.

  • Lack of customer service training.

  • Confusion around roles and hierarchy.

  • Internal talent without leadership roles.

  • Need to project stronger credibility with clients.

  • Difficulty handling client questions and conflicts.

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Two initial visits using the Design Thinking methodology (empathy phase) allowed us to get to know both the owners and the full team (administrative staff and foremen), identifying critical areas and hidden strengths.

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The intervention: “Customer-Centered” Workshop

We designed a fully customized, in-person 6-hour workshop that combined strategy, reflection, practical tools, and participatory dynamics. We used:

  • Design Thinking to co-create the company’s mission.

  • Role-playing based on real situations faced by the team.

  • Prototyping ideal roles (Manager, Foreman, Assistant).

  • The 16 Personalities assessment to improve collaboration.

  • Effective communication and conflict-management activities.

  • An exploration of generational diversity and its impact.

 

In addition, we conducted a pre-test and post-test to measure impact on engagement, culture, and customer orientation.​

​What participants said

After the workshop, employees completed a post-assessment focused on reflection and commitment. The results showed a clear positive impact on culture, motivation, and role clarity:

  • 100% expressed being highly committed to the company.

  • 100% identified more strongly with the mission and vision after the workshop.

  • 100% reported greater clarity on how they can contribute to the team.

  • Everyone rated the importance of customer service to business success as 5 out of 5.

  • They committed to concrete actions such as being more proactive, improving communication, seeking new clients, and delivering higher-quality work.

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Participant comments:

“It was an enriching, dynamic, and useful experience. I feel more confident contributing, communicating better, and providing service that reflects the best of our company.”

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“Highly recommended for professional and personal growth.”

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“It exceeded my expectations. I loved the format, the group, and the tools.”

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Changes and results

After the workshop, the company implemented significant transformations:

  • Redefined organizational Mission and Values

  • Created a clear hierarchy for decision-making

  • Appointed new internal leaders

  • Hired a new Administrative Manager to strengthen the structure

  • Improved operational efficiency and team alignment

  • Fostered an environment of camaraderie, motivation, and renewed commitment

 

Key insights and reflections

One of the most powerful moments of the workshop happened when two groups, without hearing each other’s ideas, wrote exactly the same organizational values—showing a shared identity that simply needed to be facilitated and recognized.

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“You have an excellent team. You just needed external guidance to help you see what was already there: commitment, talent, and the desire to grow.”

— Cybel Betancourt, facilitator

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Why recommend this experience?

This type of intervention is ideal for growing small and mid-sized companies that want to:

  • Strengthen organizational culture

  • Develop internal leadership

  • Improve customer service from a human-centered perspective

  • Increase team retention and engagement

  • Invest strategically in long-term growth

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“Small businesses have a powerful competitive advantage: their ability to implement meaningful changes quickly. This type of workshop can make all the difference.”

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Want to transform your company from the inside out?

Learn more about our customized workshops and support your team’s growth with purpose.

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