• 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.

The following information is provided under the terms of article 13 of the GDPR, in compliance with the current legislation.

The controller of the data processing is TOWS & TOOLS – Business Consulting, Lda, with address in Campo Pequeno, 2 – 7.º C, 1000-078 Lisboa, Portugal, telephone + (351) 911 021 705 and email info@towstools.com.

The purpose of the processing of personal data – name and e-mail – is to register you so that we can respond you in accordance with the message you submit to us, and for providing further information related to the activities of TOWS & TOOLS.

Personal data will not be used for purposes other than those described herein.

The recipient of the personal data collected is TOWS & TOOLS, and there will be no transfer of such data outside the scope of responsibility of the controller.

The personal data will be stored for the period of time strictly necessary to follow up on your message, and subsequent contacts, after which, if no commercial relationship is established, it will be erased.

You have the right to request from TOWS & TOOLS access to your personal data and to lodge a complaint with the supervisory authority, the Comissão Nacional de Proteção de Dados.

The personal data collected will not be used for automated decision-making or profiling.