Case Study Five

The business was a Property Maintenance business acquired as part of a wider takeover

Initial Findings were

• The existing management team had no idea of their true position.
• Major improvement was required in performance and in Customer care.
• The Contract Manager running the largest contract would not consider advice or direction to change

The solution included

• Replacing or retraining most existing managers
• Renegotiating all supplier and subcontract arrangements
• Restructuring teams throughout the operation
• Reviewing and updating processes and particularly the controls around application of process
• Spending time with and understanding customer needs.