We enabled a specialist furniture manufacturing firm to capture an additional £1.2m of revenues at no extra cost.
We achieved it by identifying how friction between individuals had led to a breakdown in communication between different parts of the business. This created a silo effect where departments operated separately to each other. The misalignment of their activities which ensued impacted the quality of the products, reduced customer satisfaction, increased returns and reduced repeat business.
Once the issues and their causes had been identified, we then provided a series of solutions to rebuild the relationships between departments at an execution and management level and reshape the infrastructure to rebuild the focus on creating value for the customer. Doing so reduced the returns to virtually zero and improved the levels of repeat business.