Case Study: Driving Efficiency and Adoption in Industrial Operations

Client: A Leading New Zealand Industrial Company

Service: Business Process Improvement, Bespoke Software Implementation, and Change Management

The Challenge:

A prominent New Zealand industrial company, specialising in materials and infrastructure engineering, faced growing operational inefficiencies due to outdated manual processes and a lack of integrated systems. Their key challenges included:

• Fragmented Data: Production schedules, inventory levels, and order management were handled in disparate spreadsheets and legacy systems, leading to errors and delays.
• Manual Bottlenecks: Key processes, such as production planning, quality control, and dispatch, relied heavily on manual data entry and approvals, creating bottlenecks and increasing lead times.
• Limited Visibility: Management lacked real-time visibility into production status, raw material availability, and order fulfillment, hindering agile decision-making.
• Scalability Issues: The existing setup could not efficiently support the company’s growth ambitions, leading to potential future constraints.
• The client recognised the urgent need for a comprehensive transformation that would not only streamline their operations but also ensure smooth adoption of new technologies and ways of working by their workforce.

Our Role:

Engaged to provide an end-to-end solution, encompassing current state analysis, future state design, the implementation of a bespoke software solution, and a robust change management program to ensure successful user adoption.

Our Approach:

Our methodology combined deep process expertise with tailored technological solutions and a people-centric change management framework:

1. Current State Process Mapping & Analysis:

• We began by conducting extensive workshops and on-site observations across the industrial facility. Our consultants meticulously mapped the “as-is” processes for production planning, inventory management, order processing, and quality assurance.
• Through detailed analysis, we identified critical pain points, redundant steps, manual data transfers, and communication gaps that were contributing to inefficiencies. We quantified the time, cost, and error rates associated with these bottlenecks.
• Outcome: A comprehensive “As-Is” Process Map and a detailed Current State Analysis Report highlighting key areas for improvement.

2. Future State Process Design & Optimisation:

• Leveraging insights from the current state analysis and industry best practices, we collaborated with the client’s operational teams to design the “to-be” processes.
• The focus was on streamlining workflows, eliminating non-value-added activities, integrating data flows, and identifying opportunities for automation. We prototyped new process flows, ensuring they were efficient, scalable, and aligned with the company’s strategic objectives.
• Outcome: A clear “To-Be” Process Map and a Future State Design Document outlining the optimised workflows and functional requirements for the new digital solution.

3. Bespoke Software Solution Development & Installation:

Based on the refined “to-be” processes and detailed functional requirements, our technology experts worked with industry specific software providers and developed a customised solution. This customised system integrated key operational functions, including:

• Real-time production scheduling and tracking.
• Automated inventory management with alerts for low stock.
• Digital order processing and dispatch.
• Integrated financial management (accounts payable, accounts receivable, general ledger).
• Comprehensive employee management, including timesheets and automated wage processing.
• Client relationship management with proposals and sales pipeline tracking.
• Integrated quality control checkpoints.
• Comprehensive reporting and analytics dashboards.

We managed the full software updates, including rigorous testing, and oversaw the seamless installation and configuration of the solution within the client’s existing IT infrastructure.

• Outcome: A fully functional, tailored digital solution designed to meet the manufacturer’s specific operational needs.

4. Change Management through the ADKAR Model:

Recognising that technology adoption hinges on people, we implemented a structured change management program based on Prosci’s ADKAR model to guide employees through the transition:

• Awareness: We ensured all employees understood why the change was happening, the risks of not changing, and the benefits of the new system for them personally and for the company. This involved town halls, leadership communications, and FAQs.
• Desire: We fostered a desire to participate and support the change by highlighting how the new system would simplify their work, reduce frustration, and improve overall efficiency. We engaged key influencers and champions within the workforce.
• Knowledge: Comprehensive training programs were developed and delivered, covering how to use the new software and operate within the new processes. This included hands-on workshops, user manuals, and accessible online resources.
• Ability: We provided ongoing coaching and support during the rollout phase, offering one-on-one assistance and troubleshooting to help employees confidently apply their new knowledge in their daily tasks. Pilot programs helped refine training and support.
• Reinforcement: We established mechanisms to celebrate early successes, gather feedback for continuous improvement, and embed the new processes into performance reviews and daily routines, ensuring the change stuck long-term.
• Outcome: High user adoption rates, minimal disruption during rollout, and a workforce confident in using the new digital tools.

Key Outcomes & Impact:

Through this integrated approach, we successfully enabled the industrial client to achieve significant operational improvements:

• Increased Efficiency: Reduced manual effort by an estimated 30% in key production and inventory processes, leading to faster order fulfillment and improved throughput.
• Enhanced Visibility: Real-time dashboards provided management with immediate insights into production status, enabling proactive decision-making and better resource allocation.
• Improved Accuracy: Automated data entry and integrated systems drastically reduced errors in inventory and order management, leading to fewer discrepancies and less rework.
• Scalability: The bespoke software solution provided a robust foundation for future growth, allowing the company to expand operations without proportional increases in administrative burden.
• Empowered Workforce: Through effective change management, employees embraced the new system, feeling more productive and less burdened by manual tasks, leading to improved morale and a more digitally capable team.

This project transformed the client’s operational backbone, positioning them for sustained growth and enhanced competitiveness within the New Zealand industrial sector.