Case Study: Delivering post-merger rationalisation

When online retailers Shop Direct and Littlewoods were acquired, their buyers’ expectations of an early return on investment were quickly challenged. Projects set up to rationalise distribution and ordering processes were delayed.

The distribution networks of each of the component businesses largely duplicated each other, and occupied valuable real estate; rationalising onto a single distribution network would release valuable capital.

This required fulfilling all new orders through the remaining distribution network.

The consultancy initially engaged had proposed a full integration of the IT systems supporting the two networks, allowing a seamless transition, but progress quickly fell behind their plans. As this would have led to deadlines being missed, at huge cost, a rethink was essential.

As a radical alternative, we led a team of systems architects, analysts and software engineers who created an solution that used a mixture of business process and IT integration to achieve functional integration much more quickly.

Though less efficient during the transition period, the customer experience was seamless, and the temporarily higher operational costs would be more than covered by the financial savings resulting from releasing the capital on time.

Outcome

The programme went on to implement a successful merger of processes, supported by limited IT integration, in just 3 months.  

Customer comments on project rescue service

Shop Direct Group

“When faced with a tough change environment, demanding stakeholders and tight timescales, you need the support of experienced and knowledgeable programme and project managers. Andrew is just such a person - his calm and confident counsel added real value to our major business integration programme”

Case Study: Customer Insight driving product Strategy

Lohmann Tapes needed to prioritise its technical development to maintain its market leading position, and wanted to analyse its existing customer to drive product development.

The first phase of the project revealed that it collected too little customer data to be usable.We worked with a wide range of stakeholders to design and pilot a web-based information collection system that staff could use during sales visits and during support activities. This transformed the level of detail that could be collected.

The information collected was usable not just by technical development, but by manufacturing quality control, marketing and sales themselves.

An Agile approach to developing the system maintained engagement by the end-users, and held down the costs and timescales to a minimum.

A wide range of powerful big data analysis techniques were selected to gain insights into how to improve the product, customer service and production performance.

Outcome

The project proved the value of this approach, and the app that staff could use during customer visits to make collecting information simple and easy.

Customer comments

“They quickly probed the underlying problem, understanding the real issues. Working closely with stakeholders, they helped us select the right technology, using an Agile approach to clarify our needs without the cost and delay of a major system procurement.”

Reviewing a digital transformation programme

We consider it essential to review and, if necessary, revise:

• True business requirements
• Target vision, and what success looks like
• Technology and supplier performance

We provide impartial assessment, and where necessary, we help to restructure the team and put in place the disciplines, reporting mechanisms and controls needed.

We look to change the project culture from blame and failure to aiming for success.

Key Benefits of an independent review

We are impartial, tactful, assertive and give your team ownership.