Becoming the first choice for customers through a worldwide First Choice program in logistics
Initial Situation
- The world's largest logistics service provider aimed to become the first choice for its customers
- The company was integrating several logistics and transportation companies, which made a comprehensive change management process necessary
- The international scope of the project posed a significant challenge
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The goal was to increase customer focus
Enhancing process effectiveness for external customers
Identifying and realizing operational savings for internal customers
Improving the employee experience to strengthen the company’s position as an employer of choice
Erfolge
0
Champions, Executive Sponsors, Initiative Champions, and Advisors trained
Mindset
toward voice-of-customer established to generate improvements
Exzellentes
Developed, implemented, and turned the program into a success story
Procedure
- Support the implementation of First Choice program across all business units and countries
- Develop and align a dedicated career path for First Choice resources including certifications in multiple languages
- Provide rollout support, coaching, and guidance in designated countries
- Design concepts to support different generations of First Choice over time
- Continuously enhance employee skills through the development of 10 distinct training modules
