Revolutionising Customer Experience for Manufacturing
Results
Implemented transformative strategies, fostering efficiency and growth while nurturing talent and optimising operational processes company-wide.
- Successfully restructured teams, achieving a 10% reduction in headcount.
- Nurtured and developed retained team members, facilitating the promotion of 10% of employees, fostering their professional growth.
- Conducted a thorough review of the company's business model, meticulously documenting business processes across departments to ensure consistent effectiveness.
- Introduced the '6S' lean process methodology, initially in the Service Department, and then implemented it company-wide, streamlining operations.
Challenge
A global high-end luxury manufacturing company, facing rapid growth, sought to implement a comprehensive customer experience change program targeting end-to-end processes for enhanced overall customer satisfaction.