Meeting 1

Coaching of the Customer Services Manager to increase the department performance.

Over the past two years, the company has experienced strong growth by merging with a sector member. At the same time, the production department was transferred from Belgium to abroad. These radical changes also meant a thorough adjustment for the sales department, whereby the existing processes were under pressure and had to be adjusted. At the start of the assignment, the most important (operational) processes were identified, together with the employees of the service. Based on the mapped processes, many improvement actions have been defined which can optimize the internal operation of the service and the service to the customer. Together with the Customer Services Manager, KPIs have been drawn up to monitor implementation progress.