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At the end of 2015, the organisation was at the end of an aggressive growth period. It was struggling in the transition to becoming corporate, its growth had plateaued and it was losing market share in a highly competitive market. Its long-term sustainability was under threat.
Two fundamental issues were identified. The first was the sub-optimal levels of commitment and passion to the success of the enterprise. This was present throughout the hierarchy. The second was a point of sale process that was inefficient, costly and lacked transparency
In 2016 the executive team attended a 2-day Introduction to Care and Growth workshop that set the criteria for effective leadership and issued a call to action for the executive leadership team to drive empowerment down the line.
They attended a one-day session to frame the Benevolent Intent of the organisation. The executive leadership team defined the contribution that the organisation makes to the market. The statement that was agreed on was “Furnishing Homes. Raising a Nation.”
| From | To |
|---|---|
| Store-based/local warehousing | Central Warehousing |
| Delivery drivers based at the store | Drivers based remotely |
| Pull process at warehouses | System moves transactions |
| – Staff compliment at the store of: Manager Designate Manager 2-10 Sales Staff 1-5 Cashiers 1-8 Drivers _ |
Large warehouse footprint |
| Drivers paid by customers | – Staff compliment per store: Manager Sales staff (2-10) Cashiers (1-2) _ |
| Drivers paid by system | |
| Stores for display only |
Each deliverable should adhere to the following criteria:
Leadership is to watch the game and understand what needs to be GIVEN to the subordinate to lift performance. When the standard has not been met, the leader is to find out why. He or she must ensure:
Drive empowerment by decreasing control, and increasing accountability.
Empowerment means letting employees make their own decisions, but also ensuring they live with the consequences of their decisions.
Drive accountability by either punishing, warning, recognising or rewarding as appropriate. You only enable the will of people to contribute when you hold them accountable for the contribution they should be making.
