Thorntons

In order to gain an understanding of why top-selling lines were frustratingly out of stock, It was agreed that we should take a hands-on approach and work in manufacturing and packing for a three-day period. By talking with line managers and packers, as well as getting practical experience in each area, a report summarising key recommendations was submitted to the retail director and chief executive.

The proposals included a review of the individual KPIs as they were disjointed across the process. For example, achieving a KPI in one area of production would result in a negative impact on the next area of production, meaning their KPI could not be achieved. Recommendations were also submitted to improve the communication to the production staff to make it more relevant.