1. Situation

A holding company with a well-established services firm in their portfolio, recognized that to stay at the forefront of their industry, they needed to transition their subsidiary from good to great. They sought to set industry benchmarks, aiming to be recognized as the leader in service excellence and client impact within their segment.

2. Approach

At the heart of their transformation was an ambitious transformation vision and agenda that we crafted together with the management team and the shareholder. It wasn’t just about scaling; it was about setting up the company for long-term success by elevating the entire operating model of the company.

Throughout this process, a transformation plan and a newly created annual planning cycle acted as beacons, guiding the organization’s direction. Quarterly strategy sprint reviews were implemented to allow for updates and refinement of the transformation agenda with the shareholder. Monthly implementation reviews ensured actions are on track and adjustments were made as needed.

Improving service execution became a top priority. They undertook a deep dive into their operations, reshaping the organization streamlining processes to ensure services consistently met the high standards they aimed for.

Internally, the company took steps to bolster the robustness of its organization and processes. This was no cosmetic change; they revamped and introduced systems that ensured operational consistency, reduced inefficiencies by providing standards, and mitigated risks.

Key to driving this transformation was building capabilities within the management team. Leaders underwent intensive sparring sessions and workshops, equipping them with skills to drive change, foster innovation, and guide their teams.

3. Results

The transformation journey yielded remarkable results not only financially but also in terms of customer impact. Service delivery became a paradigm of excellence, with client feedback often highlighting the company’s dedication to outstanding quality of service. The internal organization and processes were more streamlined, effective and resilient to build a solid foundation for continued growth of the company. The management team, with their enhanced capabilities, drove innovation and operational excellence, ensuring that the company didn’t just achieve greatness in industry metrics, but set new standards for competitors to emulate.