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Turning Around & Growing a Critical Business Unit
An AUGMENT focused engagement
20 Month role of embedded C Level Business Unit Leader in services business
- Key business unit significantly underperforming in all metrics
- Issues in actual and potential productivity, profitability & quality
- Low team morale – people turnover had been high – unit had a bad reputation with customers and internally
- Take full “Hands On Leadership” accountability for quickly normalizing and realising growth potential
- Empowered and revitalised team and drive change
- Led review as a team & created an aligned strategic vision & purpose that people could actively adopt
- We identified & implemented "quick wins" to improve morale, customer centricity & business performance.
- Designed & implemented new simpler processes & focused on people empowerment, development & upskilling.
- Team led campaigns to increase Customer intimacy & “pick up money from the table”
- All major metrics remediated and well into “The Green”
- Highest customer satisfaction, productivity & profitability of any regional business unit.
- Employee churn dropped - the unit became “the team everyone wanted to join”
- Increased service revenue 3X, Project Management 4X
- Grew a $90M revenue profitable business unit