Client situation & approach
Our client is a manufacturer of publication paper facing a decreasing demand from the market and needs to focus on cash flow and reducing operational costs.
- Customer service offices have been closed and the remaining ones need to handle an increased workload
- KPIs show differences in performance across markets
- Known differences in daily work across markets and employees
Initially, an estimation of time-splitting between core tasks was executed and the formation of a core team. Workshops were held to define a future way of working for several processes, a plan to deploy a common way of working through local training and follow-up through daily meetings as well as the execution of the deployment.
Results
- Definition and documentation of 20 main procedures for daily tasks
- Deployment through 45 local training sessions
- Higher integration between offices
- Prerequisites created for a shared Performance Control System
