Task definition
For the German subsidiary:
- Return to performance promises of past years
- Reduce complexity and bureaucracy
- Integrate quality offensive into the program
- Carry out employee training
Industry / Function / Environment/ Expert
- International retail group
- Increase customer focus and improve service quality
- Wholesale
- Dipl.-Kfm. Peter Spitlbauer
As a pioneer in earlier times, the group of companies was spoiled by success and became sluggish over time. Market conditions and consumer demands have changed.
The Executive Board has initiated a Group-wide program to counter these developments within the company.
To this end, the foundations for cultural change were to be developed, a quality offensive launched and employees trained. A rollout plan was also to be drawn up for the German national company.
- The target image and the desired cultural changes were developed and documented.
- The program was rolled out to all employees in several waves (train the trainer).
- Implementation of special quality training for over 1,100 managers and employees in customer-facing areas (sales, logistics and customer service)
- Net Promotor Score (NPS) improved
- International wholesale company
- approx. EUR 7.6 billion turnover and 2,700 employees in Germany