CASE STUDIES 

 

Customer Experience Strategy

Worked with senior executive team to generate a customer experience strategy for competitive advantage.  A new service delivery model was implemented first in Victoria  and met with strong, immediate customer response, increased geographic reach and higher sales and earnings.

 
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Customer Experience Strategy

Developed, piloted and implemented a new model for Transport and Access layer network provisioning based on “swarm theory” and agile team processing.  Order lead times cut by 50%, revenues increased while cost per installation was significantly reduced.

 

Growth and Innovation

Designed and established the Fletcher Building Group Innovation function based on ‘lean innovation’ thinking.  Developed the initial strategy, scope, structure and pipeline of projects based on ambition and risk.  Secured approval for two major initiatives which have successfully launched and been commercialised.

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Growth and Innovation

On-going responsibility since 1997 for solutions and service strategy of Winstone Wallboards, working with Managing Director. Developed a new go-to-market approach that is a first for the building industry: GIB Living Solutions.  More than doubled sales for premium products and product mix changed to achieve a substantial increase in price and margin. In 2003, developed and organised Service Excellence initiatives including revenue generating service offers. WWB has been consistently awarded “Top Supplier of the Year” for since 2004 by NZ Hardware Industry association for service consistency and innovation.

 

Market Led Strategy Development

Generated a 5 year strategy across the four UniServices divisions including plans for securing domestic and international research funding, increasing services revenues across NZ and the Pacific and resetting ambitions for commercialisation of the University’s IP.

 
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Market Led Strategy Development

Developed a 5 year market led growth strategy with the senior executive team, pinpointing high growth niche markets and identifying how to increase penetration and margins.  Through an increase in stock levels, reduced lead times, higher engagement with engineers, Rocla has exceeded revenue and earnings targets within targeted niches.

 
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Market Led Strategy Development

Worked with GM Customer Solutions, New Zealand Post to develop new product offers and packages for the Small and Medium Enterprise (SME) market and to design a new sales and service model for growing profitability of SMEs.  New model involved restructuring of the service delivery organisation into customer-based teams, pro-actively seeking clients and leveraging a tele-management model. Several processes redesigned to lift cycle efficiency.  Lead generation and conversion increased several hundred percent resulting in strong revenue gains in a matter of months.

 

Market Led Strategy Development

Reengineered maintenance and operations processes of U.S.’ largest Nuclear Power Station. Resulting savings were over $70 million annually through elimination of low value and redundant work procedures. Overall station rankings by regulatory agencies went from 56 (out of 110) to number 7 in the U.S. on safety, compliance and efficiency. Consulting work achieved highest annual consulting award by CSC Corporation.