A leading global warehouse and distribution company providing services for a number of well-known high street names. This project was for one of the main divisions specialising in retail operations for a major UK brand.

Situation

The largest site for this organisation was asked to deliver significant cost reductions whilst at the same time absorbing more client responsibility and potentially coping with a doubling of output during its peak period.

We were asked by the site General Manager to assess all levels of management – the leadership team, line managers and the team leaders totalling over 100 people; to develop a solution which would improve processes, flexible working practices and communication to deliver the required changes and cost reduction.

Solution

Prior to developing the solution, we had a period of immersion where we sat in on all management meetings and daily communication events including “walking the floor” with each group to fully understand their processes and roles. We also worked with the HR team to review training needs and performance appraisals.

We then developed the “Lifting Performance” programme; which included the following elements:

Senior Managers

• A series of day workshops which enabled them to map their current processes and re-engineer them
• It taught a creative process for involving all staff in identifying and quantifying process improvements
• Each Senior Manager then had to present their ideas to a Group Director for approval

Line Managers

• A customised simulation was designed to replicate a doubling of output with no increase in resource
• The identification and improvement of the critical stress points in line manager relationships and working practices
• Led by Senior Managers, the Line Managers were involved in a series of creative workshops to improve working practices

Team Leaders

• Led by Senior Managers, the Team Leaders were also involved in a series of creative workshops to improve working practices
• A Communication Skills programme especially designed to replicate and improve the typical Team Leader communication with front line staff
• A new approach was developed and implemented for the daily and shift briefings
• A new approach to a communication board was deployed

Results

• In excess of £450,000 costs reduction was realised within 9 months of the programme delivery
• During the peak period the teams successfully coped with almost double the normal volumes
• The Employee Satisfaction Survey after the programme delivery showed an significant improvement in all forms of communication at the site