+30K
Employees
Behavior Development Boosts Retail Channel Performance
A leading European retailer partnered with EFESO to strengthen operational performance and behavioral alignment across its fast-growing logistics network. Through a multi-year Performance Behavior program, the company implemented a Daily Management System, enhanced cross-department collaboration, and developed leadership capabilities—achieving up to 10% performance improvement per department and world-class planning and picking KPIs.
Industry: Retail
Service: People and Organization
Service: Supply Chain
Our Client
One of the most successful retailers in the Netherlands, employing over 30,000 people across more than 1,000 stores in the Netherlands, Belgium, Germany, France, Luxembourg, and Austria. The company has sustained 30% annual EBITDA growth since 2012.
+30%
EBITDA growth year-on-year
+6K
Different products
“Thanks to this program I am not only improving on my KPIs but also on how I manage the process and, most important, the people.
“
The Challenge
The client’s rapid expansion—with an average of two new store openings per week across multiple European countries—posed major challenges in maintaining consistent performance and culture.
- Rapid growth and complexity: Expansion in both volume and geography required scalable operational standards.
- Cross-functional communication gaps: Limited information flow between departments caused inefficiencies and delays.
- Sustainability of performance: Processes, systems, and especially behaviors needed to be standardized and embedded.
- Leadership capability: Managers needed coaching to sustain the company’s culture and drive continuous improvement.
Real Results Achieved Together
The Performance Behavior project established a sustainable, high-performance culture supported by measurable operational improvements across departments.
98%
Increase in planning and forecast accuracy
99.3%
Picking reliability
99.9%
Picking lines OK
Transformation Impact
- Improved communication and collaboration across departments.
- Strengthened leadership capabilities through targeted coaching.
- Implemented a structured Daily Management System in all departments.
- Standardized work practices using Job Instructions (TWI).
- Established a sustainable behavioral foundation aligned with company values.
- Performance improved by 8 to 10 percent per department, due to the behavior development within the departments
- 19% higher actual savings than planned
Our Approach
EFESO partnered with the client to design and implement a two-year transformation roadmap based on waves of behavioral and process improvement.
- Structured Daily Management Deployment
• Implemented the Daily Management System in progressive waves across departments.
• Focused each wave on specific improvement targets such as forecast accuracy and picking performance. - Leadership and Behavioral Development
• Provided individual coaching to management and middle management.
• Strengthened leadership behaviors to support sustainable improvement. - Cross-Department Collaboration
• Improved communication and information sharing between teams.
• Encouraged joint problem solving to eliminate interdepartmental losses. - Capability Building and Standardization
• Used Job Instructions (TWI) to train and standardize best practices.
• Developed internal capability to replicate the behavioral model across future warehouses.
Related Services
People and Organization
Workforce transformation, leadership development, and structure optimization. Learn more about our People & Organization consulting services.
Supply Chain
Supplier complexity obscures 70% of your value creation. We strengthen networks through supplier development programs, risk mitigation strategies, and collaborative innovation platforms.
Ready to Transform Your Team's Performance Through Behavioral Excellence?
- Unlock sustainable operational improvements that stick beyond the initial implementation
- Stop struggling with disconnected departments and inconsistent communication
- Join leading retailers who’ve achieved breakthrough results through Daily Management Systems
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