Lakeland are specialists in creative kitchenware and innovative home products and reach their customers through mail order, the web and their national network of retail stores. Product is supplied from their 150,000 sq. ft. in-house Distribution Centre in Kendal where one of the key challenges is to maintain the very high service standards as the business continues to grow. Part of that challenge required Lakeland to review its working practices which began with an operational performance review to measure the scope for improvement and to identify specific process improvement opportunities.
Their requirement to improve performance and reduce costs demanded an open and collaborative approach. Gary Marshall, Director of Operations at Lakeland Limited sees performance improvement as an essential part of Lakeland’s growth strategy. Our brief was simply to work with the Lakeland team to identify the key areas for operational improvement and to develop a performance management system. The focus was then on a thorough and detailed work measurement programme to create a set of standard data. This was followed by development of an in-house performance reporting system to report individual and team performances across the entire operation.
A number of new processes were installed almost straight away and have been delivering benefits ever since.