Yodel - Business Process Re-Engineering
The Situation
Whilst the company had been brought under a single brand umbrella – YODEL, there was an urgent requirement to integrate the businesses to bring down the unit cost of delivery in what at the time was a cut throat competitive marketplace. • Specifically there was a need to radically alter the cost to serve and operating models, to be fit for purpose and enable a significant EBITDA shift, whilst achieving the SLA’s agreed with over 3,000 clients.
The Action / Approach
It was decided to fundamentally alter the operating model from an employed basis to a mix of employed and self employed couriers. This process impacted all 11,000 Colleagues and sites. • The process was supported with site & management restructures, with associated changes in operational process and IT capability & systems.
The Result
Yodel survived one of the most difficult periods in the UK small packages market – City Link for example, did not. • Not only did it do this, but OPEX was reduced by more than 35% whilst customer satisfaction metrics improved by 30% marking a significant change in how Yodel was being viewed by customers.
