​Background

The client was a privately owned, award winning Creative design agency grown from a start up to £5m turnover over 6 years. Working with demanding Global brands and premium retailers required a robust review of the business operating systems to develop the management team, drive consistency and excellence in performance and release the founders from day-to-day operations to focus on the next phase of growth.

A Strategic review and business improvement programme was launched, covering all areas of the business, focussed on Customer satisfaction improvement through the definition and standardisation of best practice, embed continuous improvement review and develop the Leadership Team to prepare the business for growth. 

 

What We Did

  • Business Diagnostic and Engagement of the Senior Leadership to define the key barriers to Customer satisfaction and Business performance

  • BPI to Develop World Class Project delivery system including bidding, design and development through to delivery and handover.

  • Organisation review and redesign including a clear definition of roles, responsibilities, process KPI’s 

  • Design and deployment of Business Review cycle including Goal setting, Business review, functional and personal performance management

  • Strategic Plan Development and deployment process

  • We partnered with the leadership team over the whole life of the transformation, providing consultancy, know-how and coaching

Results

 

  • Significant increase in profitably as a result of improved delivery processes, resulting in an 150% net profit improvement in the first full year.

  • Measurable improvement in Customer satisfaction to outperform client’s commercial expectations and deliver exceptional results

  • Establishment of a new office in Amsterdam to expand reach and effectively service brands located in mainland Europe

  • Development of the capabilities and expertise of the Management team allowing Founders to focus on growth

  • Business review process driving peer to peer responsibility, clear accountability and the continuous improvement in processes and results

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