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Case Studies
Lean Service & System Thinking |
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GEM
Background
Whitewater Consulting and T4 have undertaken an intervention working with gem to design and deliver a programme on Lean Service Capability using the LeanconnexionsTM framework.
Inputs - Programme Design
WW & T4 worked with a "lean" team, which were a cross section of staff from the organisation. This intense training programme provided the team with the skills and knowledge to gather customer intelligence in the form of data and act on this to makes changes throughout the business.
Outputs and Results
- Participants on the programme reported a significant increase in their confidence, motivation, and belief in their own and the organisations ability to change and be more effective in meeting customer demand.
"I think it has given me confidence that we can make a change in the way we work in this company" (participant)
- At the end of the training individuals reported an increased awareness for the need to change and a significantly increased knowledge of lean tools and techniques to identify areas for change
"Lean has made me assess things before just acting. I no longer jump in without doing the background investigation to find the root of the problem, or analysing a situation before going further into it." (participant)
- The team identified the huge potential of lean to drive and deliver change in the business and a great opportunity to differentiate gem in delivering value to the customer.
"I think lean has a huge potential to transform gem into a more customer focused, leading edge niche market player in the future" (participant)
- The key changes to the gem culture have been a greater focus on business improvement; more lean thinking; more awareness of value; more listening from management.
"More coaching and open communication."(participant)
- The MD of Gem Philip Cassidy stated that in relation to the value of the training that -
"We have made our money back within 6 months"…."I am happy we did this and we got real value from this". T4/Whitewater were the right partner and we have a methodology we can use across the business"…. "This has been very valuable to us we would not still have one major account if we had not applied this and we would not have won another account against big competition if we had not put this in place" "We have achieved tangible revenue and margin improvements from applying this methodology"
(Philip Cassidy, MD GEM)
If you would like to find out more about Lean Service and Systems Thinking contact one of our consultants on 028 90 618067 or email info@whitewaterconsult.com
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