Case Study Summary

The challenge

The UK operations division of one of the world’s largest car manufacturers introduced a strategy to transform the dealer network and create more personalised and memorable customer services. They asked Change Associates to ensure the right roles, structures, skills and capabilities were in place to secure the strategy’s success.

What we did

We provided four highly experienced change managers to provide organisation design and change management support to outlets across the UK. We worked closely with the client’s transformation team to drive change forward and support the centres in achieving the strategy’s objectives.

We developed a framework to guide the approach, designed a toolkit and forum for sharing best practice and created profiles for new and existing roles to improve the customer experience.

The result

The programme is still live, but so far:

• More than 100 centres have joined the programme and two-thirds have implemented change

• 300+ new roles have been implemented and recruitment and retention of key staff has become significantly easier

• Customer Review scores have improved

• Net promoter score for the Change Management support provided is 83 (80 is considered world-class).