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Change Management | Custom Training | Operations Excellence

Transition to Shared Services model delivers astonishing benefits

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Margins were razor-thin, and fixed costs were high.

A hundred-year-old building products manufacturer was facing intense competition and market pressure.  The $4 billion company had over 50 manufacturing facilities and 140 wholly-owned retail distribution outlets.  Processes and structure varied by location, making a quick response to natural business cycles impossible.  The problems were becoming more critical, given the cost of oversight and the redundant management structure.  As if that wasn’t enough, a paternalistic culture made headquarter-initiated improvements seem like ‘suggestions’ to GMs and Plant Managers.

To gain efficiencies, corporate had sponsored many initiatives.  These projects ranged from small efficiencies in the supply chain to the implementation of a company-wide ERP system.  There were high hopes for the ERP system, but it suffered low adoption.  Too many manual processes, taking extra time and resources remained.  This highly visible investment had to deliver greater benefits to the company.

Leadership recognized the need for a broader and more inclusive project to create a strategic organizational redesign.  The time had come to reduce headcount costs, leverage the ERP technology, and position the company to meet long-term goals regardless of market fluctuations.

Knowing that this would mean significant change, executives chose Clerestory to lead the work effort.  First, determine the organization’s best design and then plan an orderly transition to a new operating model.  The analysis showed leadership that developing a model to support non-manufacturing functions would drive consistency, accountability, flexibility, and scalability in processes.  Presented with the evidence, the executive team chose to consolidate the decentralized HR, Supply Chain, and Finance functions into a Shared Services model.  The new model would support both location-specific and company-wide needs.  It would also prove the value of standardization and enable strategic knowledge transfer.

Clerestory began by documenting current models and defined roles across the plants and company-owned distribution network to discover how our client might eliminate and consolidate activities.  We also analyzed the HR, Supply Chain, and Finance functions to develop a new model framework by translating current activities into future processes.  As a result of our gap analysis, our partner realized they lacked the internal processes and skillsets required to execute the project activities aggressively.

Despite this challenge, and with Clerestory’s Organization Redesign and Change Management methodologies, we completed the process redesign and implemented substantial changes with minimal disruption to the organization.  We worked alongside our client’s team members throughout the transition to develop their organizational change management skills.  Sharing and teaching our methodology supports clients’ long-term success.  It also allows us to transition deliverables, including detailed analyses, implementation plans, customized recommendations to guide decision-making and achieve buy-in, and communications with stakeholders.

As a result of this project, Clerestory positioned the client to save $22M.  Our leadership and management also gave way to:
· Newly streamlined and standardized processes
· A Shared Services model that successfully removed transactional work from the plants
· An improved technology roadmap to increase adoption, accuracy, timeliness, and cash flow

The partnership allowed us to EMBED℠ transformational change management practices in the new Shared Services environment, improving our partner’s profitability, efficiency, and resiliency.

estimated savings from design

“I am beyond excited about what lies ahead as we continue this project.  I appreciate everything that you and your team have done.  I really feel like there will be an amazing story for us to tell by the time this journey comes to an end.”

Senior Director

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Sachin Master

Supply Chain Leader, Operations Expert, Program Manager

Sachin is a Senior Vice President at Clerestory Consulting with over 20 years of leadership experience in both industry and consulting.  Sachin serves as a trusted advisor to his executive-level clients and helps them deliver on strategic, operational, and technology transformations.  He leads blended client/consultant teams to provide a big-picture perspective and foster a collaborative partnership between stakeholders.  Prior to joining Clerestory, Sachin earned an MBA, deployed enterprise-wide solutions, and implemented customer-centric strategies.  Sachin has experience in manufacturing, logistics, insurance, healthcare, professional services, and high-tech (hardware and software) industries.  Sachin is known for his holistic approach to problem-solving and his direct communication style.

Maura Halbach

Inspirational Coach, Problem-Solver, Change-Maker

Maura is a Senior Vice President at Clerestory.  Since the firm began two decades ago, Maura has been a cultural standard-bearer and developer of consultants.  Maura has led transformative client engagements in the manufacturing, financial services, property management, and healthcare industries.  Maura has contributed to Clerestory’s change methodology EMBEDSM and helps clients develop a greater capacity for change.  She consistently drives sustainable results in operations excellence, organization design, and technology implementation.  Clients value Maura’s ability to unite an organizations’ employees around a shared vision to develop internal change agents.  She is highly effective at creating enthusiastic participation and meaningful collaboration.

Michelle Kerr

Trusted Advisor, Organization Designer, Change Leader

Michelle is a Co-founder and Principal of Clerestory.  She became a consultant after working in industry and completing an advanced degree in Organization Design.  Over the last 25 years, she has earned a reputation as an authority in the fields of organization design, executive project management, and HR process design.  Michelle has led numerous efforts for global companies aligning corporate strategy with investments in technology and human capital.  She has continuously improved Clerestory’s change methodology EMBEDSM and applies it to help clients with large scale transformation.  Her clients trust her to quickly adapt to fast-changing project needs.  Michelle generates tremendous client value and inspires innovation.

John Wick

Client Advisor, Fact-finder, CFO, CPA

John is a Co-founder and Principal of Clerestory.  He is a CPA by training and has over 30 years of experience leading consulting engagements in the insurance, financial services, pharmaceutical, and distribution industries.  A skilled Program Manager, John is sought after for his expertise in implementing process and technology solutions with a focus on the top line.  His clients appreciate his ownership of P&L and his deep understanding of financial processes, including financial/information technology audit concepts.  Clients view John as a thoughtful listener and an inquisitive and thorough problem solver.

Linda Toops

Leader, Mentor, Business Builder

Linda is the founder and Managing Principal of Clerestory and has more than 35 years of consulting experience.  Throughout her career, she has applied her expertise by developing high-performing teams, delivering business value, and leading companies from vision through execution.  Her bias for clear communication and processes that put people first have become values that Clerestory consultants bring to every client project.  In her role as Managing Principal, Linda is responsible for the firm’s strategy for client and staff growth.

Clerestory's Change Management Principles
  1. A clear vision and the right sponsorship enables change.
  2. Reasons for change should be fact-based and clear.
  3. People support what they create.
  4. People need to change the way they work.
  5. Deliberate communication makes change sustainable.