In an industry where efficiency and quality are critical, a regional B2B printing and fulfillment company found itself battling a range of operational challenges. Employee performance was suffering, turnover was high, and the lack of standardized processes exacerbated these issues. Faced with rising costs and unmet customer demands, they sought out iJility to implement a tailored solution. With a proven two-phase strategy focused on workforce stabilization and operational enhancements, iJility transformed the company’s operations, achieving impressive results in output, accuracy, and cost efficiency.
Tackling the Challenges
The company’s problems were multifaceted:
- Poor Workforce Performance: Employees lacked proper training, contributing to low productivity and increased errors. The workplace culture had deteriorated, causing high turnover, especially in a difficult labor market.
- Lack of Accountability and Teamwork: Employees resisted overtime demands, and the lack of cross-training programs meant that workers were not equipped to cover roles beyond their immediate responsibilities.
- Operational Inefficiencies: Minimal process standardization meant that employees were expected to “learn on the job,” leading to inconsistent quality and rising operational costs. There was also a lack of quality feedback to suppliers, which contributed to ongoing material defects.
These challenges hindered the company’s ability to scale operations and meet increasing volume demands. Without a clear strategy to address both workforce and operational inefficiencies, the company’s potential for growth was at risk.
Phase 1: Workforce Stabilization
Recognizing that a stable and engaged workforce is the foundation of operational success, iJility began by embedding their Engagement Team on-site. This team focused on creating a strong “Culture of Success,” where employees understood their roles and were motivated to perform at their best.
iJility took several steps to redefine workforce expectations:
- Cross-Training and Flexibility: Employees were trained to take on multiple roles, making the workforce more adaptable. This flexibility was essential in meeting fluctuating demand, and employees became more willing to collaborate.
- Performance Monitoring: iJility implemented a system of regular performance reviews, providing employees with clear feedback. This encouraged a sense of accountability, and workers began to take ownership of their roles.
By fostering a culture that valued teamwork, flexibility, and accountability, iJility helped the client create a more engaged and efficient workforce. Employees who were once reluctant to work overtime became more willing to step up, and cross-training programs ensured that the team could handle higher volumes without a drop in productivity.
Phase 2: Operational Enhancements
Once the workforce was stabilized, iJility shifted its focus to addressing operational inefficiencies. The introduction of a Regional Manager provided oversight and ensured that new processes were being properly implemented. A key part of this phase was the development of Process Integrity Programs (PIP), designed to standardize workflows, training, and quality control.
Key actions taken during this phase included:
- Standardization of Training Programs: iJility implemented a robust training curriculum to ensure that all employees were properly equipped to perform their roles. This eliminated the “learn on the job” culture and significantly improved process accuracy.
- Process Audits and Root Cause Analysis: Regular audits were conducted to identify inefficiencies and bottlenecks in the production process. By using root cause analysis, iJility was able to tackle these problems at their source, preventing future issues.
- Enhanced Workflow and Communication: Streamlined processes reduced kitting change times, and improved communication between departments meant that employees were better informed and able to collaborate more effectively.
The production and quality tracking system implemented by iJility also played a critical role in driving continuous improvement. By providing daily performance reports to the client, iJility ensured that any issues were addressed promptly. Additionally, the creation of a skills matrix for each employee allowed for more strategic task assignment, which further boosted efficiency.
Impressive Results and Outcomes
Thanks to iJility’s strategic intervention, the B2B fulfillment company experienced significant improvements across all areas:
- Increased Order Accuracy: With more standardized processes and better-trained employees, the company saw a 9.9% improvement in order accuracy.
- Boosted Output: Cross-training and workflow enhancements helped increase overall output by 38%.
- Reduced Fulfillment Costs: By streamlining processes and creating a more flexible workforce, the company was able to reduce its overall fulfillment cost per unit by 22%.
- Increased Business Volume: The company’s improved performance allowed it to handle a larger share of its partner’s volume—rising from 30% to 50%, with potential for continued growth.
Beyond the metrics, the company also benefitted from a more engaged workforce and a culture that fostered accountability and teamwork. The implementation of regular feedback loops and process audits ensured that these improvements were sustainable in the long run.
Conclusion: iJility’s Proven Formula for Success
This case study is a testament to the power of a strategic, two-phase approach in addressing complex operational challenges. By stabilizing the workforce and enhancing operational processes, iJility helped this B2B fulfillment company achieve remarkable results in productivity, accuracy, and cost savings.
If your organization is facing similar challenges—whether it’s high turnover, poor workforce performance, or operational inefficiencies—iJility can help. Our customized solutions are designed to drive results, improve quality, and reduce costs.
Ready to transform your operations? Visit our Solutions page to learn more about how we can help your business thrive.
