Creating "Extreme Ownership" in a Cross-Functional, Multi-Matrix Team to Deliver Exceptional Customer Experience
Introduction:
A global leader in engineering faced a complex challenge of improving team alignment and accountability across a matrix organisation. Deepsky was tasked with helping leaders build a culture of ownership and collaboration that would accelerate decision-making and improve customer outcomes.
Challenge: Driving Leadership Accountability and High-Performance Culture
This global multinational engineering business, delivers highly complex products to corporate customers worldwide. As with many modern organizations, Meritor’s solution delivery is driven by a matrix organizational structure, with a cross-functional team spread across five different countries.
The leadership team faced ongoing challenges related to the interaction between these functions. Lack of alignment and friction between teams were directly impacting the speed, efficiency, and effectiveness of service to their customers. To address these issues, Deepsky was hired to enhance accountability within the leadership team, aiming to improve project execution and customer satisfaction.
Process: Implementing High-Performance Leadership Development
To kickstart the project, the Deepsky team conducted extensive stakeholder meetings to establish a baseline understanding of the core issues. Through one-on-one meetings with the team of 14, we identified key challenges, clarified processes, and created an environment of trust where open debates and honest conversations could take place.
The program was structured around two intensive group sessions, spaced six months apart, complemented by one-to-one coaching before, during, and after each group session. The critical focus of this leadership development program was to use the mindset of high-performance leadership as a catalyst for behavioral change.
- Session 1: Focused on exploring leadership values and beliefs while analyzing high-performance behaviors. We delved into how leadership influences team culture and the impact of leadership on performance. This session also focused on cause and effect as a communication tool, teaching participants how to make more informed decisions and take effective action.
- Session 2: Focused on leadership identity and how self-awareness drives performance alignment. Leaders learned to align their personal leadership style with the needs of the team and business. The session highlighted the psychological and physiological effects of pressure on individuals and teams, providing tools to build resilience and improve performance under stress.
A critical aspect of the sessions was the introduction of communication models and high-performance tools aimed at improving rapport, influence, and emotional management under pressure. Participants were taught how to use these tools to improve team dynamics, reduce friction, and create a culture of extreme ownership.
Outcome: Transforming Accountability and Leadership Performance
The program successfully met its goal of increasing accountability across the leadership team. Participants reported significant personal and professional growth. Here are the key outcomes:
- 100% of participants felt the program was directly relevant to their daily leadership responsibilities, highlighting the practical value of the training.
- Leaders walked away more confident in using tools for managing stress, improving team communication, and building resilience under pressure.
- The integration of high-performance leadership tools, cause and effect communication strategies, and behavioural science interventions were particularly impactful. Leaders could now effectively manage self-awareness, pressure, and emotions in high-stakes situations.
- The training empowered leaders to take greater ownership of their roles, resulting in improved cross-functional collaboration, team performance, and faster decision-making processes.
Why This Matters: Unlocking Leadership Potential to Drive Business Transformation
This case study demonstrates the transformative power of leadership coaching and high-performance training in overcoming organizational challenges. By developing a high-performance culture and fostering extreme ownership among leaders, Meritor was able to unlock significant improvements in team effectiveness, leadership performance, and customer experience.
If your organization is struggling with team alignment, communication issues, or the pressures of delivering results under pressure, it’s time to invest in leadership development that will deliver real, lasting change. Reach out to learn how we can help your team lead with confidence, manage pressure, and achieve outstanding results.