English healthcare company

Project 1 - Structure and strategy review

Background

The company was a global manufacturer of products for research, diagnosis and therapy, which was established in Australia for over 10 years. It had:

2 separate product lines, for molecular biology and for
diagnostics/therapy. 
products which were all complex, fragile and highly perishable
conflicting systems and priorities for the 2 businesses
delivery and customer service systems which were common to
both
frequent delivery incidents
tension between sales and service in both businesses.

Challenge

To reduce or eliminate delivery incidents, to remove conflicts between businesses, to compete effectively in a price driven market and maintain profits.

Solution

We recommended:

forming 2 autonomous businesses, each with sales, customer
service and distribution
independent continuous operation from order to delivery
enabling each business team to be self-sufficient and cohesive
separate training, launches and incentives per team for all sales
and non-sales staff
joint conferences to share experiences, awards and recognition. 

Outcomes

Over 2 years, the company:

reduced its delivery incidents by 70%
increased profit by 11%.
increased customer and staff satisfaction

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