Kendall Consulting Group - Case Studies

Case Study: Event-Driven Business Change
Multinational Telecommunications Company

Situation

The quality programs of the organization had not produced the cost reductions or service improvements to remain competitive. Benchmarks with comparable organizations showed this group cost 30% more and delivered 30% less. Customers were complaining, market share was eroding, and employee morale was at an all-time low.

Approach

The group brought in Kendall Consulting Group and started an event-driven change project. In order to accelerate achievement of benefits, this client asked us to take a more active role in project management, preparation of project deliverables and management briefings.

Key Value

Changes included reducing the burden of detailed methods and procedures, changing the approach to training and making it more skill-related rather than task-related, shifting to self-directed teams, achieving a customer rather than functional focus, and building new internal partnerships with complementary organizations. Significant change management support was also needed as part of the effort.

Results

In four months, the client-consultant team identified reengineering-based process changes which would reduce costs by over 50 percent, streamline operations, and improve customer service. Changes were successfully implemented and the unit won a prestigious quality award.

###

Navigation to Other Cases (below) and the Cases Main Page (click here)

1. Creating New External Consulting Group for an International Consumer Electronics Conglomerate
2. Internal Consulting Group Methodology and Skill Development for a Major White Goods Manufacturer
3. Business Process Reengineering for an International Manufacturer
4. Event-Driven Business Change for a Multinational Telecommunications Company
5. Discovery of New Product Ideas for a Publishing Company
6. Refocusing a Business Change Effort for an International Service Management Company
7. Renovating Key Business Processes for a Large Scale Precious Metals Company
8. Information Needs Assessment for a Major Paper Company
9. Organizational Assessment for a Major Telecommunications Company
10. Coaching a Business Change Team for a Regional Healthcare Provider
11. Creating Management Team Alignment for an International Petrochemicals Company
12. Competency Modeling for Financial Group of Insurance Company

Kendall Consulting Group is an international general management consulting firm specializing in strategy execution, change management, and executive education. We invite you to contact us for how we might help you and your company grow and prosper.

© 2002 Kendall Consulting Group of Sarasota, Inc. All Rights Reserved.