- After the replacement of its CEO, a large business group wanted to fine tune its strategy and strengthen its value proposition and profitability for the future.
- In collaboration with the Kaizen Institute, an ambitious multi-year Kaizen Programme was set up for the group’s Iberian Retail Unit. Methodologies and routines were implemented for all teams, and disruptive projects with six-monthly cycles were simultaneously designed, tested and replicated, along with a longer-term Customer Centricity project.
- A significant improvement was achieved on all fronts: in Culture and Human Resources, an improvement in daily practices and routines, as well as in the motivation and commitment of 2400 employees; in Customer Centricity, improvements in time available for customers, availability of equipment and Net Promoter Score (customer satisfaction); and, last but not least, an improvement in Profitability, with a reduction in waste at multiple levels, cost optimisation and disruptive projects that brought about an 8-digit (tens of millions of euros) improvement in the annual EBITDA. The Program has also received international recognition.
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