A Fortune 50 retailer sought a plan to improve performance. Over the prior five years, stock price had stagnated as sales growth slowed, lagging behind the client’s biggest competitor. Customer service and store environment, formerly industry-leading, had slipped, contributing to market share loss.
Client shifted focus to reinvest in store environment, customer service, employee morale and supply chain.
Worked with internal team to identify and evaluate strategic options, assessing the investment required and likely impact on short-term and long-term results.
“Setili & Associates brought new insight … They were critical in helping us define five key strategic priorities to become more successful long term. We started seeing an impact on the stores right away.”
Create improved customer experience in an environment of intense competition and deep cost cutting.
Improved the customer experience via upgraded aircraft interiors, new in-flight entertainment systems and check-in technology, simplified pricing, new metrics and more.
Client improved on-time performance from nearly the worst to close to the best among the top 20 carriers, and achieved #1 J.D. Power ranking for flight crew service, and number two for overall service.
These improvements were made even while reducing cost to the lowest of all network carriers and dramatically reducing both headcount and payroll costs per employee.
Setili & Associates provided coaching, analysis and project leadership, working hands-on with executives across multiple operational units to implement improvements and to build employee commitment.
“Amanda and her team understand the importance of engaging team members and key stakeholders at the outset of any project…Client team members feel valued. As a result, Setili & Associates can ask the tough questions and push the envelope in a healthy and positive way.”
Improve company profitability by gaining management team alignment around a set of actions.
“Setili & Associates brought a new perspective to our business, and didn’t just tell us what we wanted to hear. They gave us a process to engage the management team in tough discussions, and to hammer out a plan for moving forward.”
An operating group within a major nonprofit had developed a large negative cash flow and a need for additional capital. There was little agreement on the causes or extent of the problem, or what strategic alternatives existed. The organization sought advice on how their mission, management, operations and governance structure might need to change to achieve the desired financial and non-financial outcomes.
“Setili & Associates expertly guided us in making a complex and important decision, which impacted diverse constituencies in our organization of 900 churches and over 350,000 members, and had been troubling us for years. By crisply defining the alternatives, gathering stakeholder input, and assessing financial dimensions and risks, they were able to quickly develop consensus on the best course of action. We appreciated their exceptional creativity, judgment and insight.”
Increase margins and market share for building products manufacturer. Large differences in market share between geographic markets indicated an opportunity to improve performance if clear best practices could be identified and implemented within the $1 billion independent sales agency channel.
Margins increased 23% company-wide, despite significant raw material cost increases and a weak commercial construction market. Enhanced sales management effectiveness in coaching and managing independent sales agents. Increased market share.
Identified key actions to improve performance through interviews, observations and quantitative analysis. Implemented full-time team to roll out nationwide.
“Our experience in working with Setili and Associates allowed us to look at our business in ways we had not previously considered. Windows were opened, ideas were generated, discoveries were made, our people were challenged, and we became a better organization.”
The new leader of a major operating division, responsible for 14,000 customer-facing employees, sought Setili & Associates’ advice to better align her team for success. The business environment was very challenging, with new competitors and cut-backs in the supervisor ranks. Customer service performance was near the bottom of the industry and there was a real threat of unionization.
“Setili & Associates helped us get to the heart of, and resolve, misconnects within the team. As a result, we sharpened our focus and moved faster on key initiatives.”
After in-depth dialogue with direct reports and geographical leaders, Setili & Associates helped the new leader establish:
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