CASE STUDY: MEASUREMENT
Measurement is a powerful tool for guiding people’s behaviour, which is why an organisation must have the right performance measures in place to achieve its objectives.
|Background:||Our client joined as Managing Director of a business looking to expand, but the company faced difficulties at customer level and needed to improve profitability|
|Organisation:||A division of a publicly quoted, globally renowned group|
|Challenge:||To grow a business suffering from poor service levels and low margins|
|Halo analysis:||The organisation lacked a common culture and needed to unite around shared values and goals relevant to all|
|Halo solution:||We used research to establish the organisation’s core values and developed a measurement programme to support these and the corporate goals. Central to this was a bespoke software tool to measure customer experience (see the Systems case study)|
|Results:||After seven years of using our methodology, turnover quadrupled to over £1bn. The customer experience has improved dramatically and trust levels have more than doubled among clients|