Morale, Welfare, and Recreation (MWR) Program Customer Service Improvement
The Navy Bureau of Personnel manages the MWR program, a worldwide operation with almost 20,000 employees involved in the Navy's quality of life program for it sailors, retirees, and civilians and their families. The Navy engaged Macro to help develop a change management plan to improve customer service. Macro first determined what programs were and were not working effectively by evaluating the service relationships between headquarters and the field operations, and between the MWR and its customers. We then created an action plan that identified which services the MWR should provide or outsource and standards for maintaining an ongoing performance improvement program. Following curriculum development and change management training by Macro, the MWR customer service program has increased net income from $2.4 million to $12.8 million within 4 years. First-term retention of sailors also improved from a low of about 40 percent to 65 percent within 5 years, with the improvement of MWR base services and the sailors' quality of life being key variables affecting a sailor's decision to continue a Navy career.

U.S. Customs Service Leadership Courses
Since 1999, Macro has delivered leadership courses to mid-level management at the U.S. Customs Service. We base our trainings on 30 years of experience in training design and delivery as well as a thorough understanding of the vision, needs, and approach of the Customs Service. Macro designed a powerful 2-week learning environment to reinforce Customs competencies, with emphasis on self-knowledge and understanding, strong interpersonal relationships, flexibility and adaptability, and perception of organizational dynamics, including viewing an organization as an interrelated system.