Client Situation
Our client, an industry leader in the Australian workforce services industry, required delivery of the second phase of a multi-phase project.
- Pacific Strategy Partners had completed Phase 1 which included diagnostics of the current operating model. This analysis exposed a number of issues.
- Phase 2 required deeper analysis of a number of issues and design improvements to the strategic operating model based on these findings.
Pacific Strategy's role was to examine the key components of the operating model which needed addressing and provide recommendations with a focus on quick wins and value recovery.
Approach
Further analysis into a number of issues uncovered during the diagnostic phase of the project was conducted. Recommendations were derived based on the findings. Key activities included:
- Operations / Process:
- Identified the key drivers and their performance impacts on each branch.
- Examined KPIs related to employees and clients.
- Sales and Account Management:
- Comparable industries were referenced as the basis for best practice
- A new structure was designed and tested with key contacts to incorporate accountabilities, reporting lines and decision rights
- Network Location and Configuration:
- Geographical analysis of employee catchment, client site locations and competition was conducted.
- Pacific Strategy also evaluated traditional branch versus hub models.
- Employee Segmentation:
- Performed quantitative analysis of employee data to categorise employees by attributes and value.
Impact
The following recommendations were implemented:
- Operations / Process:
- Launch of a new project to develop standardised procedures for the branch network.
- Sales and Account Management:
- Restructure of sales and account management based on Pacific Strategy Partners' recommendations for the ideal structure.
- Network Location and Configuration:
- Using the potential locations identified by Pacific Strategy Partners, our client worked with state General Managers to make decisions regarding new locations.
- Pacific Strategy also advised our client to focus on the traditional branch model, which was adopted.
- Employee Segmentation:
- Appropriate segmentation drivers were identified, which were adopted as a basis for future segmentation.
