Unlocking continuous improvement
Accenture and Yodel delivered the program in just four months from inception to deployment, right before the carrier’s peak season. The results surpassed expectations across the board.
The program transformed the way managers thought and operated, and subsequently how the workforce responded and put changes into practice. Managers developed the skills and confidence to have winning conversations, while staffers became empowered to suggest and try new ideas.
Yodel went from loss-making to profitable in two years, and its overall score on the independent employee review website Glassdoor rose from a 2.91 out of 5 to a 3.24. Customers noticed a difference, too, as Yodel’s customer satisfaction score reached a record high of 89.7%.
“We kept things simple, turned managers into agile leaders and got colleagues on board with new ways of working,” said Yodel CEO Mike Hancox. “The difference is incredible.”