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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