Up to 30% performance improvement in all metrics year on year
A Leading South African franchise retailer
Unleashing team ingenuity at the frontline.
Our client sought to unleash ingenuity within their teams: how could they continue the great work done prior to the national lockdown and maintain the same mindset, capability, focus and rhythm going forward. Their challenge was to reverse a decline in every metric from sales to customer service.
After a year of working with the Executive team of the largest group of franchise stores in a leading South African retailer, to land their strategic blueprint and reinvent their role clarity, structure and objective setting process, the job to be done now was empowering the frontline teams to work more effectively.
Approach
We applied our accelerated improvement approach to enable the teams to identify and rapidly implement performance impacting changes, AND embed the mindset, method and rhythm to maintain the approach in future.
We assisted the teams to accomplish three things:
Focus: determine and align the teams’ objectives and key results, before identifying the key moments that determine their success.
Ideate: get under the skin of what was holding the teams back and then ideate against a reframed problem statement to help the team improve in those key moments.
Act: prioritise solutions and create clear, practical steps to drive change, and set the teams up for success with the mindset, resources and tools for continuous accelerated improvement.
6 months on and the teams are seeing dramatically improved performance in all metrics from sales to customer satisfaction as a result of integrating the accelerated Improvement process into their daily rhythms. But more importantly, those teams are set up to maintain the approach and get at the heart of driving continuous rapid improvement.