Helping ambitious businesses build what comes next.
Operations
NORTH
Operational Excellence
−18%
Cost-to-Serve
96%
On-Time Delivery
5
Month Engagement
01
The Challenge
NORTH’s margins were under pressure. Costs had crept up across fulfilment and support, while service levels were slipping.
02
The Opportunity
Most of the cost sat in a handful of avoidable hand-offs. Fixing them would lower cost and improve the customer experience at the same time.
03
Our Strategy
We traced cost-to-serve by customer segment, identified the six largest sources of rework, and redesigned the flow around them.
04
Implementation
Teams piloted the new flow in one region, tracked daily performance, then rolled it out network-wide with standard work and visual management.
05
Results
Cost-to-serve fell 18% in two quarters and on-time delivery reached 96%.
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For the first time we can see where the cost really sits, and what to do about it.
Laura Chen
VP Operations, NORTH
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