Workflow Benchmarking for Improved Productivity in a Large Store Group

Abstract

This chapter reports on a successful study into the identification and introduction of improved management methods to a retail store group. The investigating team did not attempt to use traditional, scientifically rigorous, operational research techniques — instead, some basic operational analysis has resulted not only in large improvements but also in the continuation of training suggested by the consultants after their departure. Indeed, the technique has since been applied to other areas of the business.