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Portfolio
Royal Dutch Shell
Supply chain interventions
Highly fragmented end-to-end fuels delivery processes left petrol stations in the United Kingdom, South Africa and Germany “dry”. Tank stock-outs caused customer dissatisfaction, value leakage and despite the problem been tackled many times before, it was never sustainably solved.
We coached executives across departmental silos, introduced value stream thinking to create alignment and turned around affected markets.
The team was awarded Shell Downstream most prestigious recognition, the pinnacle award for “superior customer experience” for reducing South African fuel stock-outs from 7.5% to below 1.5%.
Royal Dutch Shell
HSSE, revenue and net promotor score improvement for underperforming retailers
We drove tail-end management of bottom 10% of retailers by coaching struggling franchise partners in a minimum wage environment and helped them to replicate best practices from higher performing clusters.
After three months, HSSE (Health, Safety, Security, Environment) performance stabilized at acceptable levels, net promotor score increased by 15% and convenience retail sales by 10% per cluster.
We were recognized with a Shell Retail service excellence award for Empowering the Front-line.
Ringier
Coaching of high potential leaders of largest Swiss media group
We up-skilled the company’s future leaders with lean management practices, fixing the end-to-end news article process from launch to publishing.
Quick wins included creation of a “rapid response team for breaking news” and standard operating procedures to make news content instantly available for online and print channels.
Inputs were used as business requirements for new state of the art content management system
IBM Global Business Services
Setting up tax efficient service integration hubs in Singapore and Ireland
To support the 4th generation of the globally integrated delivery model, we were tasked by senior management to set-up two tax efficient service hubs without compromising ongoing delivery.
We applied lean design approach to transfer global functions such as deal solutioning, contract- , resource-, legal- and knowledge management.
The hubs were set up on time and budget, giving IBM competitive edge and generating long term tax savings.
Absa Retail Bank South Africa
Improving application approvals up to 10 times in contact center operations covering 1000+ staff
Led the turnaround of the bank’s contact centers located in Johannesburg, Pretoria and Cape Town managing a team of 50 subject matter experts and transformed an internally focused bank to a customer centric organization.
Dramatic improvements seen through approval time reduction of car finance loans from 40 – 4 days, micro loans from 30 – 3 days and home loans from 212 to 82 days.
Mammut
Decluttered seasonal complexity taking agile/scrum to outdoor fashion retailer.
Drove up-skilling of top 30 management and 20 top talents at grass-roots level.
Hands-on led process transformation of apparel value chain into a consumer benefit driven organization embedding agile ways of working to smoothen complexities from a fragmented retail organisation, which is traditionally focused on summer and winter collection approach.
Swissmem
Reinvention of a lean six sigma classic
Together with our partner company CBTL GmbH in Munich, we produced a new state of the art Lean Six Sigma certification for Swissmem and their 1300 member companies.
Thanks to the unique blended learning approach, consisting of short high quality e-learning modules, flipped classroom training sessions and virtual group coaching, participants achieve their certification within four months, while realising productivity improvements of 10 - 30 % per project.
Axpo
Learning & development process optimization and near-shoring
Course uptake of internal training were decreasing year over year.
We identified the value drivers for course success and implemented a customer centric training needs analysis process.
Further benefits were realized by nearshoring course administration into the new delivery center in Bulgaria.