Ikea Netherlands sells kitchens in addition to all the 'standard' products. A challenging product because no kitchen is the same and installation is done by external partners. The Management Team asked us to help improve the process of the kitchens, both the supply chain as well as the website and the sales process. In a number of kaizen sessions we worked with a large group of IKEA employees and external partners on process improvements. Through AB testing in the stores, we greatly simplified the website pre-visitors, greatly reduced damage to countertops, greatly improved the sales process and trained the sales staff using Job Instructions, Job Method, Skills Matrix and sales techniques.
Sybrandus Pietersma is a trainer/consultant at LMI