Kendall Consulting Group - Case Studies

Case Study: Renovating Key Business Process
Large Scale Precious Metals Corporation

Situation

Kendall Consulting Group coached twelve inter-related teams in restructuring and implementing an improved order fulfillment process. Current operrations were high in cost and provided poor customer service. Unsatisfied customers were left waiting for orders to be completed and began to look elsewhere for service.

Approach

Each team was given a set of templates to complete. Through their own analysis and conclusions, the teams were able to describe the complex and diverse order fulfillment processes. The 12 sets of processes were synthesized into a complete, explicit report.

Key Value

Kendall Consulting Group coached the group in developing a "self-help" model. Managers and teams are now better equipped to operate efficiently as they head into the twenty-first century. As a result of their efforts, the group has learned a methodology and acquired skills needed to successfully manage change. Individuals have learned to work as teams and develop new organizational models.

Results

The division has implemented an effective and efficient order fulfillment process. Employees are more committed to the model, customer relationships have strengthened, and the formulated design has received substantial acknowledgment. Harvard Business Review has considered writing an article about the group's "self-help" model.

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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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