Customer Service Levels Transformed

"The period prior to engaging ANPRO was filled with frustration at all levels in our organisation. We were struggling to break the vicious cycle we found ourselves in, with poor delivery service to customers and low productivity. However hard we tried, we just couldn't break out of it.

The ANPRO project has helped us to focus and organise our work at all levels in the company. This has also made our decision processes more logical and professional. Areas of competence and responsibility are much more clearly defined today and people can see where we are heading.

We have improved the quality of information we use and measuring, following up and giving feedback are now a natural part of our daily routines. Of course, we had numerous performance indicators before the project started, but these were used extensively to "explain" variances to management, rather than to drive constructive corrective action in the factory.

A key factor in the success we have enjoyed in the project is the down-to-earth style of the ANPRO team. This has meant that we have been able to utilise the consultants' know-how and additional capacity whilst keeping it "our project" and not a consultancy job.

Only eight months after the project started our delivery service had already been transformed to being one of the best in our market sector and our efficiency was up by 15%. The project has clearly had a substantial positive impact on the bottom-line and has significantly increased the value of the company."

Financial Director
International Commercial Lighting Group