How to Get to the Top of the Enterprise Fluency™ Maturity Model

And what will happen when you get there?

We previously introduced the Enterprise Fluency™ Maturity Model designed by Bersin & Associates, which looks at the relationship between how a global organization approaches business communication and how that approach influences its performance relative to peers. At this point, if you haven’t taken the short Enterprise Fluency assessment, complete it now so you know which level your company occupies—and where you’d like it to end up.

Many people have taken the assessment already but want to know: What are the anticipated gains as you move up this maturity model? 


At the beginning, you’re improving productivity at the individual level. But as you move from Level 2 to Level 3, you can begin to expect a wider range of benefits—like happier customers who are getting issues resolved faster and the agility that allows you to get products to market faster. At Level 4, you begin to see some of the financial benefits in terms of market share. Consider these real-world examples of business gains:

  • A large financial services company with massive numbers of people working in offshore delivery centers established an on-demand program to improve business communications. After doing so, it measured productivity gains of two hours per week per employee.
  • One of the large broadband providers in Asia discovered that the top 15% of its sales force constituted its “high performers”—and this group made 70% of its sales. When the company looked at what made these people successful, the differentiating factor was not domain expertise; it was the ability to effectively communicate with C-level customers in English. As a result of establishing an on-demand Business English program, 25% of its employees are now high producers, a 67% increase!

More productivity, more profit—these are highly desirable outcomes. But how does a company get started? GlobalEnglish CEO Mahesh Ram recommends that companies consider these three steps:

  1. Secure executive sponsorship at the regional and global levels.
  2. Stop looking at improving Business English—and therefore advancing Enterprise Fluency—as just a language training initiative
  3. Take a consistent global approach to advance Enterprise Fluency.

One way to do this is to run a global diagnostic; this identifies all the pain areas and gives a real sense of what specifically needs to be addressed and how to get started. After following these steps, companies will typically then run a pilot program and get real feedback from its employees.

At that point, you should be ready to proceed with an on-demand program … and toward Level 4 of Enterprise Fluency Maturity. As part of its research, Bersin found that organizations that reach Level 4 are significantly more likely to be high performers. They are:

  • 16x more likely than Level 1 companies to be high performers at financial success measures, such as increased revenue and cost control
  • 28x more likely to be high performers at customer success metrics, such as improved customer loyalty and satisfaction
  • 35x more likely to be high performers at employee productivity measures, such as saving time and per-employee productivity
  • 86x more likely to be high performers at business agility measures, such as speed to market
  • 113x more likely to be high performers at all these business outcomes

Download your copy of Global Business Communications: A Strategic Imperative in Today’s Borderless Workplace today to read more.

Posted in : Building a 21st Century Workforce, English Communication & Language Skills, Enterprise Fluency, Global Business Challenges, Global Enterprises Need Business English, GlobalEnglish Corporation
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