Search | Contact Us | Home New possibilities and
unprecedented results

Cases

Examples of applying the Moving Forward Check-Up in small-medium sized companies.

1. IMPROVING RETENTION OF THE BEST PEOPLE

  • CHALLENGE: An alarming trend was discovered by one of our call center clients. The retention rate was higher among its fastest growing locations.
  • RESPONSE: The Organization 360 Survey showed that high performing employees were delivering the results in the most successful locations. Yet these high performers were leaving the company for new opportunities. It was concluded that the company was not adequately communicating opportunities to these high performers.
  • OUTCOME:  Management implemented a performance management and succession planning process that developed high performers for future leadership roles. Turnover of high potential staff was reduced by 23%.

2. STAFF COMPLAINTS LED TO IMPROVED PROFITS

  • CHALLENGE: Staff was complaining about the level of effort required to service some clients.
  • RESPONSE: The  Organization 360 Survey showed that: (1) The firm had grown by retaining clients that their competitors had passed over; and (2) The less profitable clients: (a) Were consuming as much effort to service as profitable clients; and (b) More likely to defect.  It was decided to develop criteria and rank all existing and future clients. Differentiated service levels were established to give the high profitable clients premium service.
  • OUTCOME: After 14 months, client defection was reduced by 5% and profits increased by 25%.

3. CHANGING CULTURE TO IMPROVE EFFICIENCY

  • CHALLENGE: Entry of new, and low cost, competitors put enormous pressure on a manufacturer. There was an urgent need to transform the company to competing on the basis of operational efficiency.
  • RESPONSE: The Organization 360 Survey showed that the company's culture was a barrier to improving operational efficiency.  The main cultural barriers were a lack of continuous business process improvement. The company launched process improvement teams and involved employees in identifying ways cut costs and improve efficiency.
  • OUTCOME: Within 18 months, ten process improvement teams implemented 3.1 million in cost improvements and the company experienced a 37% improvement in net operating profits. 

 Click HERE to return to the web page on Moving Forward Check-Up

Modified: 1969-12-31 | © 2017 Traverse Group Inc.