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Case Study: PACKAGING COMPANY
Challenge

analyzeA large package delivery company was concerned about inconsistent performance within its network of terminals.


DIAGNOSTICS
identify

Employee insights revealed that some terminals had much more positive attitudes than others, and that attitudes correlated closely with terminal performance. Based on this data, terminals were grouped into three categories and were matched for size, volume, geographic location, etc. A comparison was conducted of the performance metrics of the terminals in each category.


KEY INTERVENTIONS / RESULTS

identifyThe company's finance department determined that shifting attitudes in the worst category to match the middle category would generate $200M in annual cost savings. A prioritized program was established to train managers to interact differently with their hourly employees. Significant results were achieved after only six months; but within a year and a half, the full operational and financial benefits were realized.

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