How Best Practice Transfer drove Business Process Improvement and Growth & Transformation

Comfort is the biggest deterrent to innovation and business process improvement as our Client came to realise. An FMCG major, our Client saw opportunities to improve business processes and reduce costs, so that profitability may be positively impacted. However, the teams had not been exposed to challenging markets, and were used to operating in a steady-state environment, with the added factor of rapid growth.

To significantly raise the bar and challenge the team, and at the same time ensure that the change was based on good examples of what worked, we developed and introduced a structured ‘Transfer Of Best Practice’ programme. As their HR Consultant, we worked with the Human Resources team closely. Through this programme, several process areas were identified for improvement in service levels, customer satisfaction scores, and areas to manage costs. The sister location within the region that had the best solution to the challenge was identified and a process improvement team then worked with the team managing the best process to understand the process, and map a way to implement the solution in the base location. After the initial phase of the ‘Transfer Of Best Practice’ programme, the organisation encouraged team members to reach out directly and initiate steps to drive positive change.

The ‘Transfer Of Best Practice’ programme initiated a culture of sharing of best practices across divisions that had worked as silos. The programme saw several key processes successfully reengineered to deliver one or more results like reduced resource requirements, greater customer satisfaction, cost saving, and improvement in quality benchmarks. Through our ongoing engagement with the client, we were delighted to have contributed significantly to their business transformation achievements.