Industry
Primary: Manufacturing
Secondary:
Key Contribution
Guidance, coaching and mentoring of the industrial service operational team resulting in markedly increased revenue and profit.
The Business
A small privately owned company providing equipment and technical services to support packaging systems in manufacturing operations.
The Challenge
The board wanted to improve the company’s revenue and profit performance in its service business unit.
The Assistance Required
Guide, mentor and coach the business unit manager to review the service operations, develop an improvement plan and to effectively execute the approved plan.
The Approach
Undertook a full review of the service business unit. Introduced specific measurement of key activities to provide detailed analysis across labour, parts, consumables, and outwork.
Facilitated service team training sessions to build their understanding of how an effective service operation functions and how the individual roles can positively contribute to the outcomes. Engaged the team to address the perceived roadblocks to performance for them as a team and as individuals, and what potential solutions may be.
Developed a service revenue, cost, and profit calculator for modelling and established performance standards for various roles. Completed a skills matrix and training plan to address resource and skill gaps. Worked with the team to understand how the service business unit could improve productivity.
Coached the service business unit manager to effectively implement the improvement plan activities. The manager progressed strongly to embed improvements.
The Results Delivered
Achieved an increase of 53% in business unit revenue and an increase of 97% in technician average revenue together with a significant profit increase for the business unit.
