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CASE STUDY #5:
INDUSTRY: Norwegian Manufacturing (North American Operations)
When Growth Plans Hit Staffing Reality
How we turned data chaos into a clear business case for 19 immediate hires.
A Norwegian manufacturer's 55 North American technicians were spread thin servicing 32,000 machines across 47 models, each with unique service requirements. We discovered that without adequate staffing, technicians could burn out, affecting customer satisfaction and company growth plans.
DISCOVERY:
The maintenance and service contracts generated a large portion of revenue, but the complexity created training and staffing challenges. Leadership needed to quickly build a compelling case for additional headcount using scenario-based data. The directors concerns were valid: "We're going to lose good people." "Customer satisfaction is slipping."
the challenge:
ALIGNMENT:
We developed a calculator and dashboard using existing data from HR, scheduling systems, and stakeholder interviews. Our approach used thousands of data points to create clear, defensible projections.
the approach:
Using our Business Alignment Model, we developed a data-driven approach that would give leadership confidence in their staffing investment. We aligned the organization around clear utilization metrics and growth projections rather than gut feelings about workload.
Implementation focused on data integrity and scenario planning:
IMPLEMENTATION:
Collected and analyzed 19,000 pieces of data including machine install base, age, and support requirements.
PHASE 1:
Built calculator analyzing technician utilization rates and forecasted sales.
PHASE 2:
Created dashboard allowing leadership to adjust scenarios and see immediate impact.
PHASE 3:
THE TRANsFORMATION:
Leadership moved from hoping they needed more staff to knowing exactly how many and why. The calculator showed 125% technician utilization rates and provided clear projections for growth. All assumptions were documented, ensuring data integrity and stakeholder confidence.
MEASURED RESULTS:
19 hires immediately approved to support growth plans.
19,000 pieces of data analyzed for accurate projections.
125%
technician utilization rate identified.
MEASURED RESULTS:
Clear documentation of assumptions ensuring data integrity.
"Leadership moved from hoping they needed more staff to knowing exactly how many and why."
When you measure what matters, actual utilization and growth projections, you get the staffing you need to succeed.
