Organization & Structure
The Client: An Independent LumberyardBack to Case Studies »
The business had grown dramatically in recent times, and longtime employees were overwhelmed, working far too many hours. Management was bombarded with band aid suggestions to improve, and the team was breaking down into “we” and “they” groups. We were asked to evaluate the work flow processes, and recommend changes.
We conducted an internal analysis, visited all locations, interviewed many stakeholders, and observed the current processes and tools being utilized. We gained knowledge of job responsibilities and how various functions currently interacted. Meetings with ownership resulted in a clearer understanding of what success would look like for the business.
We recommended a complete revamp of the sales process, and a reorganization of existing staff members. New positions were created for-Estimators and Millwork Specialists, relieving the Inside/Outside Sales team of these duties. The role of dispatcher was created and work rules put in place to improve delivery reliability and accuracy. POS compatible estimating software was recommended, and accepted by ownership.
The new structure, supported by software is far more efficient, allowing sales people to be more focused. Estimates are now consistent and turned around faster. Special orders are placed more accurately, customers are being served better, and employees report less frustration. The client has declared less “work arounds” with overtime being reduced and considers the engagement a complete success.