Project Description

Define a Mission & Plan

Business Portfolio & Strategies

The Challenge

A global B2B client recently conducted a comprehensive customer feedback survey. The study revealed strengthsof the business and clear gaps in service and reputation; clear opportunities to improve. Once the feedback was shared withinternal stakeholders, our challenge was to develop an improvement plan to affect processes, behaviors and cultural shifts required to improve day-to-day operations

The Strategy

To begin, we needed to ensure the organization accepted the feedback. Only then could we develop an action and accountability plan for the organization. Through a series of facilitated dialogs engaging cross functional team members, we accepted responsibility for the feedback, defined an actionable mission to aspire to, developed decision frameworks & tracking scorecards, and an accountability plan to share and communicate results, internally and with our customers

The Results

Customer conversations are more strategic and less focused on price as a result of implementing customer scorecards focused on highlighting full portfolio of competitive services & initiatives supporting their business goals … internal accountability has measurably improved with monthly supply chain performance scorecard reviews & improvements are now readily visible on tracking dashboards … development of a clear customer strategy is leading internal teams to prioritize top initiatives at key growth customers and strategically investing time & resources into sustain and opportunistic businesses leading to improved operations performance.

Endorsements

Mary Ann’s leadership and vision not only provided stability and collaboration for a diverse set of business units and brands, but also set a direction that allowed growth and innovation to take place.

Rich Lyons, Capgemini

Mary Ann brings teams of diverse experience and discipline together to effectively create disruptive ideas, align on priorities and deliver results through collaboration, empowerment and resourcefulness.

Mark Johnson, Innosight

Mary Ann provided the leadership critical to building a new business, from the ground up, within the existing corporate infrastructure- not an easy accomplishment in a Fortune500 company!

Bryan Janeczko, Loeb.nyc

Perhaps Mary Ann’s strongest attribute is her ability to work with large teams and find a way to inspire change and results.

Mike Fagan, President, Domtar Personal Care

Mary Ann has a unique ability to provide real strategic vision to any business challenge; in particular, she understands how to lead organizations in creating and implementing innovative new business models and transformative growth initiatives.

Mike Docherty, NextBig

Mary Ann is a “thinker” and a “doer”, which is a rare and valuable combination in my experience.

Glen Waisner, Catalyst Consulting Partners, LLC

Mary Ann has become an extension of our leadership team providing ongoing mentorship to our global marketing leadership

Mike Fagan, President, Domtar Personal Care

In all cases, Mary Ann provided leadership, insight and unwavering focus on consumers and their needs.

Glen Waisner, Catalyst Consulting Partners, LLC

More Case Studies