Kendall Consulting Group - Case Studies

Case Study: Refocusing A Business Change Effort
International Service Management Company

Situation

The pressures for change were great - major customers were threatening to leave, margins were thin, and staff morale was low. Senior executives each had a different version of what the problem was and what solutions were needed. One executive wanted a new core system for the business, another refocus on staff development, and another on company vision. All felt that the time to act had past, but they felt paralyzed.

Approach

Rather than pick one course of action and forge ahead, Kendall Consulting Group recommended a short study to clarify and build buy-in to the problem and an approach. An organizational assessment, including several customer interviews, was conducted by KCG as part of its diagnosis. The missing vision was quickly remedied with a "strawman" vision from key leaders of the business. A carefully crafted management team offsite meeting was conducted to present findings and create agreement to a course of action.

Key Value

KCG "held up the mirror" to the managers running this company. We were able to show them where performance was substandard, leading to operating difficulties and customer dissatisfaction. Areas of alignment and misalignment, and their impacts on fixing the infrastructure of the business were also discussed.

Results

KCG led the managers to agreement around a set of recommendations: strengthen the senior leadership of the systems and human resources functions; create agreed upon operating principles; implement a communications program; and change the culture about dealing with customers. The management team rallied around these recommendations and now has an aggressive change program underway.

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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.

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