Trainers' House - Muutosjohtamisen menestystarinoita Suomen Lähikauppa
Case Suomen Lähikauppa - Trainers House Change management success stories
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Transcript of Case Suomen Lähikauppa - Trainers House Change management success stories
CASE: Suomen LähikauppaThe neighborhood experience
What is Suomen Lähikauppa?
With two national chains, Suomen Lähikauppa is the only grocery store
operator in Finland that focuses purely on
local shops
01.05.2023 2Trainers’ House – CASE Suomen Lähikauppa
What is Suomen Lähikauppa?
There are nearly 700 Siwa and Valintatalo stores, approximately 4,600 personnel
and nearly all the Finnish population as customers
01.05.2023 3Trainers’ House – CASE Suomen Lähikauppa
What is Suomen Lähikauppa?
In 2013, the company’s net sales amounted to about
1bn €01.05.2023 4Trainers’ House – CASE Suomen Lähikauppa
5
How do you turn customer experience
into a competitive advantage?
Trainers’ House – CASE Suomen Lähikauppa 01.05.2023 6
Well?
The goal was a measurable and
significant improvement
in the customer experience
01.05.2023 7Trainers’ House – CASE Suomen Lähikauppa
The cooperation was divided into three different phases:
1) creating a model of customer
experience management2) planning and preparing
implementation and3) the actual implementation
in the stores
01.05.2023 8Trainers’ House – CASE Suomen Lähikauppa
CHANGE COACHES HEAD OFF TO THE
FIELD
01.05.2023 9Trainers’ House – CASE Suomen Lähikauppa
The cooperation started with an extensive field analysis and
creating a model of customer experience management,
which in turn would bring a competitive advantage
01.05.2023 10Trainers’ House – CASE Suomen Lähikauppa
All managers and the support organisation
based in Sörnäinen, Helsinki, participated in the training
sessions
01.05.2023 11Trainers’ House – CASE Suomen Lähikauppa
We recruited 15 change agents in-house,
who helped us cover all of the nearly 700 shops and
4,600 employees
01.05.2023 12Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
The change agents had valuable information about the everyday work
in the shops and the idea in itself was
fantastic!
01.05.2023 13Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
The themes to be implemented were
divided into ten modules+
for every one of these, training plans and materials
were prepared
01.05.2023 14Trainers’ House – CASE Suomen Lähikauppa
Trainers’ House trained the coaches in the
contents one module at a time, and they in turn trained
the staff
01.05.2023 15Trainers’ House – CASE Suomen Lähikauppa
Supporting the change:Regular telephone conferences,
steering group meetings, reporting,
Pulssi Change Management System
01.05.2023 16Trainers’ House – CASE Suomen Lähikauppa
The key was that we kept the focus
on the importantthings
01.05.2023 17Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
For example, the change agents prepareda plan of measures with the
shop manager after everytraining module, and the shop’s
progress was monitoredthrough an auditing process
01.05.2023 18Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
01.05.2023 19Trainers’ House – CASE Suomen Lähikauppa
BETTER BRAND IMAGE
01.05.2023 20Trainers’ House – CASE Suomen Lähikauppa
The results of the ”Local Shops
of Good Experiences”projects are seen in several areas:
01.05.2023 21Trainers’ House – CASE Suomen Lähikauppa
According to a brand study,
the brand imagehas improved significantly for both Siwa and Valintatalo
during the cooperation
01.05.2023 22Trainers’ House – CASE Suomen Lähikauppa
As a result of the two-week bakery trial, sales in that department
increased by
+152%01.05.2023 23Trainers’ House – CASE Suomen Lähikauppa
We are very pleased with what we have
achieved in the shops
01.05.2023 24Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
The level of operations has improved
and we have focused on the right things
01.05.2023 25Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
According to the working atmosphere survey, we are above
the retail average
01.05.2023 26Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
76% operating practices in their own shops had
changed for the better as a result of the training sessions
01.05.2023 27Trainers’ House – CASE Suomen Lähikauppa
Furthermore, it has been great
to watch the change coaches in their work
01.05.2023 28Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
Furthermore, it has been great
to watch the change coaches in their work
01.05.2023 29Trainers’ House – CASE Suomen Lähikauppa
Ralf Holmlund CEO
Suomen Lähikauppa
Read more of ourChange Management
Success Stories
trainershouse.fi/cases/?lang=en
01.05.2023 30Trainers’ House – CASE Suomen Lähikauppa
Change Management CompanyTrainers’ House+35820 33 3333
Tekniikantie 1402150 Espoo
Finland