Over the course of a year, we worked with UK Building distribution giant Jewson to redesign their organisational system. Starting with the Executive Team we reshaped their competitive strategy, focusing on a re-defined customer value proposition.
With this new focus, we worked alongside front line leaders, functional experts and specialists from parent company, St Gobain, to design a comprehensive organisational system to deliver a market-leading customer experience. This redesign aligned the structure, roles and capability of Jewson People, as well as the business’s policy and procedure, technology and infrastructure and most importantly the front line habits and behaviours; all in purpose of their strategy of customer intimacy. We also worked with the leadership team to create a governance system through the business enabling them to prioritise key performance indicators that focused leadership attention from the boardroom to the local branches. Through patiently engaging and involving a large group of colleagues, Jewson were able to pilot this new organisation design in four pilot ‘branch clusters’ allowing the design to be finally iterated in advance of a national roll out to their national local business network.
Ed Smith, the Jewson Business Development Director, and programme lead said ‘Unleash & Engage have helped us to make clear strategic choices in our business strategy, and have worked with us to reshape our business in support of its delivery. Their expertise in engagement has helped us reshape their habits, meaning that from large scale issues such as business structure to small but crucial habits such as customer greeting our whole business system is now operating with one purpose’
We are proud to have contributed to 6,000 Jewson colleagues focused on offering a superior experience for their local builder customers.