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Operational Improvement

Our client’s Exec Team had come to a realisation that they’d lost touch with their customers, and that had been brought about in part by each of nearly 1000 stores operating differently. The central team had grown to try to compensate for this complexity, but still couldn’t keep pace.

What was needed was a “back to basics” approach. We were briefed with creating a refresh of the Standard Operating Procedures to bring about customer centric, process led change for a multi-site retailer.

However, there was a hidden opportunity. When standardising, why not standardise based on the ways of working of the top performing sites in order to replicate their results?

The Approach

Our approach to this customer centric process led change

  • Spent time with key stakeholders, including those on shop floor to understand
    challenges, opportunities and outcomes as part of The How2-Change Reality Check®.
  • Identified the top performing sites, based on current and historic KPIs
  • Agreed strategy, scope & plan
  • Onboarded Change Champions
  • Designed & built Operating Model
  • Capitalised on change resistance to create “control group” for measurement
  • Agreed roadmap for continuous improvement, inc. Six Sigma Centre of Excellence

The Outcome

The client won an award (Best use of Business Process Technology in Retail) 9% improvement in like for like sales versus control group.

Process and Operational Improvement experience also includes a FTSE 100 Technology company which needed helped to drive standardisation and adoption of ITIL processes in its new 17 language technical shared services centre, and the improvement of services and profitability across a 50 branch Domiciliary Care Business. In both cases, they utilised our approach to customer centric process led change.

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  • Improvement in like for like sales by 9%
  • Award winning change

“This significant change delivered real value to our business. The in-depth analysis allowed us to identify how to exploit the outputs, beyond the scope and remit”

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