Automotive Sector Transforming a Branch Network
Benefits
The Results
The business was underperforming and needed to be transformed quickly. Implementing performance improvement programmes into a large single location is challenging, time consuming and difficult to sustain, this diverse network over 200 locations brought additional complexities, including natural resistance to change from employees who had seen initiatives come and go over many years.
Implementing the UnipartWay throughout the branch network in 12 months achieved significant improvements in service quality. It created more time for branch management to develop new customers, as well as the capacity within the network to serve these additional customers at no extra cost. The programme grew sales across the network by 10%, while also creating £1 million of cost savings directly from employees’ use of creative problem solving.
HowWe Helped
We had to understand the critical service quality processes necessary to transform customer service and create a strong platform to continuously enhance quality, reduce cost and improve delivery. Branch staff and management were engaged to design and develop the systems and processes that would be rolled out nationally.We created ‘Stop Points’ in critical business focus areas including; Goods In, Service Receptions,Works Control, Used Car Prep and Trade sales. Stop Points provide a robust way to drive performance, ensure a consistent way of working across all branches and enable teams to use UnipartWay controls to track and monitor performance at a glance against Stop Point standards. We designed a methodology for rapidly engaging staff at every level in the organisation, to demonstrate that better ways of working improved customer satisfaction, sales and profitability. A programme to bring all branch staff to Unipart was developed, providing the opportunity to see at first-hand the UnipartWay working effectively inside our own organisation.This overcame ingrained resistance, replacing it with an enthusiastic and immediate desire to engage with the programme. An electronic coaching system was implemented which enabled real-time coaching and faster progress through reviewing performance against the critical Stop Points. Expert coaches were able to deal with problems as they arose at each branch and give branch managers guidance by their side at all times.
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