Case Study Summary
Building a more customer-centric and cost-effective team for a leading retail brand
Following the significant impact of Covid on the retail industry, the new leadership team of a large food retailer began a drive to improve efficiency, reduce costs, and ensure that customers were at the heart of all operations. A new operating model was required.
They asked Change Associates to help.
What we did
We ran qualitative interviews with key individuals and conducted a detailed quantitative analysis of the organisation structure and costs using orgvue™ to understand the organisation’s current state. We worked with the CEO and senior team to design the future operating model, following the key design principles which had been agreed by the team at the outset.
The impact of different options was modelled in orgvue™ before recommendations were made and implemented.
The programme identified and delivered £5m of cost savings
The orgvue™ modelling revealed the team was bigger than had previously been reported, and there were more temporary workers
The new model was more efficient with more activity focused on driving benefits for customers
The leadership team was aligned in the future direction of travel, and supported one another in some difficult changes
Impressed by the the clarity and focus orgvue™ brought to decision making they made a long-term investment in the platform