We measured the Customer Centricity Score for the whole company, providing a holistic view of the company’s status quo, and revealing what their biggest challenges were.
The results showed that cross-functional collaboration was suffering the most and negatively impacting product quality, deliveries, customer service and communication within the organisation.
To approach this challenge, we went on a worldwide tour with the CEO of the company, working together with the teams to get a better understanding of the situation and define local improvement measures that the teams could implement on their own. Not only were the teams working on valuable tasks for the company, but they also felt more empowered and trusted by the top management.
A total of 22 improvement measures were defined, and all 11 locations started implementing those improvements, bringing EAO a big step closer to becoming a more customer-centric company.