Global operating model from concept to deployment
The Situation
At Merlin Entertainments, I was tasked with improving the efficiency and performance of resort operations at a theme park in the UK. The company faced cost challenges, including pressures from the CFO and local wage inflation.
The Task
My goal was to identify opportunities to streamline operations, reduce costs, and enhance overall performance, with the aim of replicating these improvements across other resorts
The Action / Approach
I collaborated with and led a local team to conduct an in-depth analysis of current operations. Through this process, we identified areas for improvement and explored the adaptation of new technologies. By aligning processes, integrating technology, and fostering effective management behaviours, we developed a more efficient resource management model. A new operating structure with appropriate spans of control was designed and implemented within the time-critical window of the resort’s opening season, ensuring that all HR protocols were followed. Additionally, a third-party supplier was identified and engaged to pilot the training in operational excellence and establish the businesses first belt program to foster a CI culture.
The Result
This approach led to significant financial savings, offsetting increased operational costs, and reducing the target headcount for the season. Processes, systems, and management practices were modernised, creating a more efficient and effective operational framework. The model was developed into a blueprint and successfully deployed across additional resort sites in the UK and USA, resulting in £3M+ in cumulative savings, kick starting the operational excellence program and streamlining recruitment processes.
