Case Suomen Lähikauppa - Trainers House Change management success stories
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Case Suomen Lähikauppa - Trainers House Change management success stories
- 1. CASE: Suomen Lähikauppa The neighborhood experience
- 2. What is Suomen Lähikauppa? With two national chains, Suomen Lähikauppa is the only grocery store operator in Finland that focuses purely on local shops 7.9.2015 2Trainers’ House – CASE Suomen Lähikauppa
- 3. What is Suomen Lähikauppa? There are nearly 700 Siwa and Valintatalo stores, approximately 4,600 personnel and nearly all the Finnish population as customers 7.9.2015 3Trainers’ House – CASE Suomen Lähikauppa
- 4. What is Suomen Lähikauppa? In 2013, the company’s net sales amounted to about 1bn € 7.9.2015 4Trainers’ House – CASE Suomen Lähikauppa
- 5. 5
- 6. How do you turn customer experience into a competitive advantage? Trainers’ House – CASE Suomen Lähikauppa 7.9.2015 6 Well?
- 7. The goal was a measurable and significant improvement in the customer experience 7.9.2015 7Trainers’ House – CASE Suomen Lähikauppa
- 8. The cooperation was divided into three different phases: 1) creating a model of customer experience management 2) planning and preparing implementation and 3) the actual implementation in the stores 7.9.2015 8Trainers’ House – CASE Suomen Lähikauppa
- 9. CHANGE COACHES HEAD OFF TO THE FIELD 7.9.2015 9Trainers’ House – CASE Suomen Lähikauppa
- 10. The cooperation started with an extensive field analysis and creating a model of customer experience management, which in turn would bring a competitive advantage 7.9.2015 10Trainers’ House – CASE Suomen Lähikauppa
- 11. All managers and the support organisation based in Sörnäinen, Helsinki, participated in the training sessions 7.9.2015 11Trainers’ House – CASE Suomen Lähikauppa
- 12. We recruited 15 change agents in-house, who helped us cover all of the nearly 700 shops and 4,600 employees 7.9.2015 12Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 13. The change agents had valuable information about the everyday work in the shops and the idea in itself was fantastic! 7.9.2015 13Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 14. The themes to be implemented were divided into ten modules + for every one of these, training plans and materials were prepared 7.9.2015 14Trainers’ House – CASE Suomen Lähikauppa
- 15. Trainers’ House trained the coaches in the contents one module at a time, and they in turn trained the staff 7.9.2015 15Trainers’ House – CASE Suomen Lähikauppa
- 16. Supporting the change: Regular telephone conferences, steering group meetings, reporting, Pulssi Change Management System 7.9.2015 16Trainers’ House – CASE Suomen Lähikauppa
- 17. The key was that we kept the focus on the important things 7.9.2015 17Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 18. For example, the change agents prepared a plan of measures with the shop manager after every training module, and the shop’s progress was monitored through an auditing process 7.9.2015 18Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 19. 7.9.2015 19Trainers’ House – CASE Suomen Lähikauppa
- 20. BETTER BRAND IMAGE 7.9.2015 20Trainers’ House – CASE Suomen Lähikauppa
- 21. The results of the ”Local Shops of Good Experiences” projects are seen in several areas: 7.9.2015 21Trainers’ House – CASE Suomen Lähikauppa
- 22. According to a brand study, the brand image has improved significantly for both Siwa and Valintatalo during the cooperation 7.9.2015 22Trainers’ House – CASE Suomen Lähikauppa
- 23. As a result of the two-week bakery trial, sales in that department increased by +152% 7.9.2015 23Trainers’ House – CASE Suomen Lähikauppa
- 24. We are very pleased with what we have achieved in the shops 7.9.2015 24Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 25. The level of operations has improved and we have focused on the right things 7.9.2015 25Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 26. According to the working atmosphere survey, we are above the retail average 7.9.2015 26Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 27. 76%operating practices in their own shops had changed for the better as a result of the training sessions 7.9.2015 27Trainers’ House – CASE Suomen Lähikauppa
- 28. Furthermore, it has been great to watch the change coaches in their work 7.9.2015 28Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 29. Furthermore, it has been great to watch the change coaches in their work 7.9.2015 29Trainers’ House – CASE Suomen Lähikauppa Ralf Holmlund CEO Suomen Lähikauppa
- 30. Read more of our Change Management Success Stories trainershouse.fi/cases/?lang=en 7.9.2015 30Trainers’ House – CASE Suomen Lähikauppa
- 31. Change Management Company Trainers’ House +35820 33 3333 info@trainershouse.fi Tekniikantie 14 02150 Espoo Finland