Case Study: Revitalizing Leadership and Systems of Work in a Post-Pandemic World
Challenge:
In the aftermath of the pandemic, our client, a key player in the transportation industry, faced a significant leadership crisis. The economic downturn necessitated layoffs, impacting the majority of their employees and frontline leaders. As business rebounded, many of these employees did not return, leaving the company in a precarious position. The maintenance department, in particular, was overwhelmed by customer demand and internal stakeholder pressure, resulting in a largely reactive approach. The lack of tools, parts, and last-minute equipment swaps led to a cycle of emergency work, leaving planned tasks unattended. The team felt disempowered and unable to voice their concerns, creating a Groundhog Day-like scenario of recurring issues.
Approach:
Leadership Development: We embarked on an 18-month leadership development journey with the client. This began with a comprehensive assessment of current leadership capabilities at all levels. Based on the desired competencies, we developed a tailored leadership program, rolled it out across the organization, and assessed its impact.
Process Optimization: We designed and implemented a new planning process involving all stakeholders. This process established a locked maintenance schedule 72 hours in advance, enabling the warehouse to ensure the right tools and parts were available at the right stations. Crucially, all stakeholders agreed to prioritize planned work to improve fleet health.
Systems of Work: We developed Leader Standard Work and a Management Operating System that aligned the plan, KPIs, and information flow. This ensured all stakeholders were aware of the situation and could track variances and adjust processes for success through a robust loss accounting system.
Communication and Change Management: Recognizing that the transition might initially lead to poorer results, we developed and executed a communication and change plan for all levels. This ensured all stakeholders understood the plan and the need for patience during the initial phase.
Results:
Achieved 100% compliance to planned work.
Reduced backlog to pre-COVID levels.
Reduced break-in work by 90%.
This case study demonstrates our commitment to helping organizations navigate challenging times and emerge stronger and more efficient. We believe in the power of leadership, process optimization, and effective communication to transform operations and achieve remarkable results.
“It was a war zone. Every day we struggled to get the work done. employees at the end of the shift were frustrated and felt like they didn’t make a difference. We started to see the leaders change their behaviour. Starting talking about planned work, but no one believed them. But their words and the companies actions aligned. Now we know what we need to achieve everyday and have a chance to be successful”
