Transform operations 2
Working in store to drive-up service and sales
A multi-channel general merchandise retailer needed to reduce cost and improve customer service in store. We worked closely with the management and store teams to identify key value-adding processes and areas where effort was being wasted. Processes were re-engineered, tasks reallocated or aligned and organisational changes made. Our structured programme of testing and implementation rolled out the new ways of working and organisational structures, leading to improved customer service and £5m of reduced costs.
