Very special agents delivering high value in customer satisfaction

We delivered sustainable business value and customer satisfaction by growing a strong change agent team in distribution planning, customer service and logistics operations via the MOUNTK methodology.
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Overview

By applying our change management methodology, we facilitated a European DRP and ATP implementation in the world’s largest tire manufacturing. MOUNTK assessed the change, created a powerful change organisation and managed capabilities of the organisation to come to newly sustained way’s of working.

Client profile

Leading tire manufacturing company covering 85% of their business in tires, and 15% in the Diversified Products segment

Challenge

Past failed implementation proved the project new sponsor that focus on change was crucial. Our client challenge was to change processes & cultural habits in a population over more than 600 people, spread over sales & supply chain departments in Europe, each with their own cultural diversity.

Solution

Our change management team decided to apply the MOUNTK methodology by first involving sponsors & agents during project events. A complete roadshows in 6 different regions has been organized to create awareness amongst secondary stakeholders. In the same time workshops to empower the change agents were hold regularly. High focus on training and coaching of key & end users was necessary to keep the team aligned and together in the same direction. Adjustments and refinements on the transformation plan were realized thanks to the ADKAR measurements. Finally Project Marketing and Communication Support were realized company wide to share project success with all employees.

Results

MOUNTK methodology proved it once again, results achieved were unanimous. Awareness amoungst the teams was at the upper level. Stakeholders support the benefits that changes will bring in Customer Service, Planning and Operations Department.
All layers involvement show ownership in every stage of the project roll-out. Due to the transversal communication, change has been understood and accepted – breaking through historically grown rules.

Contact Us

Anneleen Tronquo, Partner +32 473 57 38 68 e-mail me