Case Studies

Consumer Retail: Store Optimizations


Issue

Excess capacity and inconsistent store execution/maintenance reducing branding and customer experience

Actions

  • Frontline and backroom processes gap assessment
  • Baseline staff requirements
  • Existing customer survey data review satisfaction

Benefits

  • 12% capacity recapture
  • Documented 87% process/setup adherence
  • Customer surveys: TBD

Insurance [Agency]: Enterprise Assessment


Issue

Legacy M&A efficiencies yet to be captured and needing to drive consistent strategy enterprise-wide

Actions

  • Key process assessments
  • Baseline staff requirements
  • Executive thru frontline org design review
  • Revised internal messaging

Benefits

  • Est. $3.2MM ROI
  • 9% capacity recapture
  • Process consistency across 3 core processes
  • Improved management routine

Information Services: Back Office Offshore Optimization


Issue

Prior offshore efforts had not achieved desired ROI and offshored processes experiencing major rework

Actions

  • Key process assessments
  • High-level staff requirements
  • Rework root cause analysis
  • Metrics assessment

Benefits

  • 18% capacity recapture reducing ad hoc activity
  • Est. $1.6MM FTE future reduction
  • > 50% rework reduction

Consumer Services: Call Center Ops


Issue

140 FTEs across 3 groups operating with significant backlogs, mixed floor management and swings in historical performance

Actions

  • Existing floor management routine assessment
  • Staffing model and hist performance target review
  • Backlog root cause review

Benefits

  • Backlog reduction in less than 90 days
  • Raised performance targets for +35% prod.
  • Pipeline: new visibility

Consumer Foods: R&D Throughput Optimization


Issue

Recent multi-$MM system install actually reduced new product cycles and volume throughput

Actions

  • Detailed value stream mapping
  • Root cause analysis and implementation roadmap
  • System adoption review

Benefits

  • Est. $3MM capacity and speed to market benefit
  • >60% of step 9 QA issues ID┬áreduced 50%, shifted to step 2 ID

Small Business Lending: Cost Reduction & Increased Sales Conversions


Issue

Significant margin concerns for 200 FTE organization seeking to both reduce costs and lift revenues

Actions

  • End-to-end management and process assessment
  • Historical target/performance review including segment conversion rates

Benefits

  • 60% shift portfolio to centralized review for ~85% cycle reduction
  • Est. 25% frontline capacity recapture