WAVE Presentation September 2013 | Page 38

Business Transformation Model AFTER Enablers Leadership Acknowledged benefit of employing a marketing person. Acknowledged the benefit of implementing a fully integrated EPOS system and IT support contract. Acknowledged the need to change personal management style. Given time to concentrate on business development. Results People Processes People Results Training needs analysis carried out and implemented. Customer care training implemented. Staff consultation regarding changes. Review of job descriptions and skills shortfalls. Part time marketing manager recruited. Training need analysis carried out with management team. Policy & Strategy Strategy developed with marketing manager. Invitation to tender drafted and sent out to web developers. New brand identity established. Monthly management meetings established with team. EPOS stock control system implemented with data reporting. Analysis of sales provides greater decision making abilities when negotiating prices. Partnerships & Resources Full content management website implemented. Effective SEO campaigns introduced. EPOS system implemented into all areas. Support agreement for ICT agreed with strategy reviews. Technology EPOS sales and management system implemented. Job roles and personal development activities clarified. Data analysis discussed at managers monthly meetings. Staff trained in use of EPOS tills. Key Performance Results Turnover increased 19% Footfall increased by 15% Increased profitability by 20% 1400 members in loyalty scheme Increased employment 6 staff. Improved morale. Improved price negotiations. Return on investment estimated at 18months Customer Results Loyalty Card implemented. Events and activities to attract more visitors arranged. Consistent branding implemented across the garden centre, clothing and vehicles. New product ranges introduced. Redundant stock offered at discount prices. Garden centre layout maximised for cross selling opportunities. Staff trained in customer care and product Society Results Ground source heat pump installed to provide heating. Affiliate marketing with solar energy supplier. Increase in staff employed. Efficiencies Effective stock management No VAT errors Reduction on all waste. . INVESTMENT RETURN