OPERATIONAL EXCELLENCE
BOOTS OPTICIANS – UNITED KINGDOM

JO DUNDON: CHANGE MANAGER

In the throes of a difficult economic and trading environment Boots Opticians were challenged by the Shareholders to produce greater profit for the Group.

A diagnostic revealed many issues, including lack of accountability and clarity of roles, poor compliance with basic procedures and ineffective store systems and procedures.

An intensive change programme was kicked off to implement cost and revenue enhancing opportunities. Key activities included a back to basics’ store operating model, agreement of desired management and staff behaviours, improved selling and service capability, and store manager action plan framework.

Jo reviewed the changes one year after implementation establishing that the new ways of working were sustainable. This led to an additional programme of work around organisation design delivering further cost benefits.