This 90-year old business is a leader in specialty produce processing and distribution with a reputation for quality products, exceptional food safety standards and a high level of customer service. However, in a period of growth, the business was experiencing a rise in customer dissatisfaction and declining profitability.
Following a rigorous selection process, the company’s private equity owners selected Maine Pointe to work collaboratively with leadership. The goal was to develop and implement the tools and processes necessary to transform the culture of the operation, improve the overall customer experience and integrate the entire ecosystem to create a uniform ‘flow’ throughout the operation.
The organization wanted to transform its culture but leadership needed guidance to understand how to make change happen in an inspirational and inclusive way. The majority of the leadership team was ‘home grown’ with very little outside experience and, for the most part, they were firefighting. The business’ exponential growth and the move to a new, larger facility had happened without establishing standard operating procedures (SOPs) or standard work instructions (SWIs). Communication was hampered because the mostly immigrant labor force spoke an array of languages. This had resulted in a high number of mispicks,a lack of inventory and late trucks. To improve performance and customer satisfaction, the Maine Pointe team, in close collaboration with a very open and receptive management team:
When the impact of COVID-19 forced our client to pause the engagement, leadership continued to use the tools and strategic plans Maine Pointe had developed to move forward, increasing productivity, reducing the number of trucks and improving delivery times. During an extremely difficult period, these improvements helped the business weather the storm.
Despite the engagement being paused after just eleven weeks due to the impact of COVID-19 on our client’s business, Maine Pointe was able to help achieve the following performance improvements: