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Business Communication
Pharma
Diagnostic across plant sites finds 98% below spoken proficiency behind cross-plant escalations
98%
87 in 555
Below required spoken proficiency
Could handle customers efficiently at baseline
The challenge
Shift handovers, quality updates and safety instructions were misunderstood or escalated because plant teams could not articulate information clearly, causing cross-plant inefficiencies.
The approach
A plant-wide spoken-communication diagnostic anchored in business-facing proficiency standards benchmarked over 500 employees on articulation, fluency and accuracy.
The result
84% of plant-site staff were below professional spoken standards, and the diagnostic linked spoken gaps to service errors, enabling targeted uplift across 16 or more sites.
A pharma manufacturer
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