Multi-National Public Pharmaceutical Company

Organization Type	Multi-National Public Pharmaceutical Company
Details	Three-year poor business results. Single digit profitability. 5 locations across Canada and U.S.A. 2,800 employees Recent 10% loss of market share Second year after acquisition from private company
The Problem	Recent 10% loss of market share Significant customer complaints regarding product fulfillment quality and speed Low employee engagement score High manager unforced turnover rate Executive fear of unionization drive
What We Delivered	Company wide culture and employee engagement focus groups / audit Key customer satisfaction audit / interviews Key customer facing business process audits Culture, employee engagement, key customer feedback findings and executive report out Development of culture transformation strategy and playbook Identification and recommendation for key business process re-engineering Executive management accountability plans Development of performance scorecard for revitalized results Additional semi-annual employee and key customer spot audits to verify positive change Coaching and guidance to Executive Management team / members
The Result	Over 1 year, significant reduction of customer and employee complaints / turnover 28% increase in employee engagement 86% reduction of unforced manager turnover Over 2 years, 10% gain in market share Over 2 years, 27% increase in EBITDA rate