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 |
| Sector: | Infrastructure services |
| 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 |