Customer feedback indicated that in any one week during the survey 30% of customers with quality, delivery and service. The client had identified 6 Operational work stream that would deliver stabilized and improved performance. There had been a history of working with proven C.I Tools and techniques.
We structured short, focused interventions which provided focus on developing a structured Operational Management System and aligned Mind sets and Behaviour. We worked with the leadership and Opex group to describe the Mind-sets and Behaviours required to drive improvement. These behaviours were then developed by developing leaders at all levels to coach their teams to run the management system.
Significant improvement to the end to end process , driving improvement in Customer Sat. and improving profitability. A structured management system. One customer delivery process became best in class.