Hepworth 2 Part Case Study
The Overall Challenge
To address poor bottom line performance and improve sales volume by implementing Continuous Improvement for Best Practice in manufacturing and commercial areas.
The Overall Method
Bancroft Development for Individual and Team development of Directors, Managers, Shop Floor Operators for CIP and specialist sales training within the commercial area.
Part 1 of 2 ~ The Manufacturing Division
The Divisional Director's Project Summary
The company demanded important change throughout the operation, to reverse the poor bottom line performance of the business.
DTI Inside U.K. Enterprise visits were used by the Divisional Director and Senior Managers to view 'The Best in Class' for the development of individuals and the team. They were assessing suitable methods for implementing necessary process changes, as quickly as possible.
The company signed up to a Regional Government Award Scheme for Improvement to World Class/Best Practice Status.
Bancroft was selected from these established reference sites, for the construction and implementation of the people development together with support for process improvement by the Bancroft Operations Division.
The Award
Within a twelve month period, the company received The Regional 'Best Practice Award', the only company involved in the scheme at that time to achieve this award.
The Divisional Director stated that "Without the assistance of The Bancroft Approach, we would not have been able to achieve the impressive improvements."
The Method
Involving the people and the Introduction of a Team Culture was to be the main force for implementing the process changes.
Development Programmes Included
- Sales, Administration, Commercial, Operations, Logistics, Finance
- Personal Development Programmes For All staff, Director, Senior Management, Team Leader and Operator
- Cross Functional Team Development Programme for Process Improvement, All Levels
- Design and Implementation of Leadership and Management Development Programme
- Senior Management Training/Coaching, Tools and Techniques for Process Improvement
- Senior Management Sales Training For Large Project Contracts
- Standard Operating Procedure Training
The Benefits And Achievements
As with other clients, the impressive achievements have been attributed to the specialist personal and team development provided by Bancroft. Involving the people and quickly developing their skills to operate in a team working culture, across all levels, functions and sites proved the key to success. This comprehensive development provided the people with the skills to commit to major change and to accept the support of the operational consultants.
The Director reported an immediate improvement in bottom line results, transforming a £2m loss to a profit. The operation was to experience sustained change and continued impressive year on year profit results.
Part 2 of 2 ~ Sales & Commercial
Overcoming A Predicted Shortfall In Sales Target
Internal Sales team achieved £1.2m in 12 months against a target of £260k.
Many individuals realised they were capable of achieving far more than they believed possible.
The Project
Sales Training
Selection and training of a 6 person specialist telephone sales team, recruited from the existing commercial department staff. The team objective was to overcome a predicted shortfall anticipated by the external sales team - Target £260k.
- Improved Customer Service
- Total involvement in 'Process Improvement' for all head office commercial departments including, administration, telephone sales/order intake and regional depots
- Cross Functional Team Working for improved interdepartmental cooperation and understanding
- Individual training and development of Leaders and potential Leaders across all departments
The Method
- All levels, all staff completed Bancroft Individual/Cross Functional Team Development, including individual coaching
- Following this initial training, 6 members of the commercial team were selected for specialist sales training
- Sales management training was provided for a team leader selected to manage this group, Bancroft trained the team and initially managed the group before handing over to the Sales Manager
- Specialist training for the swift implementation of Standard Operating Procedures for all processes in all departments
- Managers and potential leaders completed a specialist fast track development programme, with individual coaching
Benefits And Payback
- Sales team achieved £1.2m in 12 months against a Target of £260k
- All functions had Standard Operating Procedures in place within 2 months. The speed and quality of training were vastly improved, together with more consistency of working across all areas of the department
- An impressive reduction of mistakes provided considerable bottom line improvement and more customer satisfaction
- Several staff identified for promotion including leadership roles. Many individuals realised they were capable of achieving far more than they believed possible. A sustained change in culture of improvement and team working became very evident
