Strategic Study for C&A
When problems continue to pile up due to understaffing and excessive workload, you can easily lose sight of the bigger picture. The facility manager at C&A Benelux personally experienced this challenge. In such a situation, a malfunctioning service desk is the last thing you need. That’s why C&A turned to Meliopus to bring order to the chaos and move forward with clear direction.
The Client
C&A is one of the most well-known clothing retail chains worldwide, with its Benelux headquarters located in Vilvoorde. Geert, the facility manager responsible for managing the Belgian stores, reached out to Meliopus with a clear call for help. Due to understaffing and overwhelming workload, the facility management operations were struggling. It was time for a change, but where do you start? Meliopus guided C&A on this journey forward.
The assignment
The highest priority was gaining a clear understanding of the current workflow. Meliopus conducted a strategic study that revealed various gaps, which experts then translated into actionable insights for the company. Additionally, Meliopus supported C&A’s in-house service desk to address the backlog and thoroughly optimize its operations.
Our approach
- Strategic Study
Meliopus started by mapping out the existing situation at C&A and clearly outlining expectations for the future: this is how things stand now, and this is what you can expect. Based on the findings of this research, Meliopus collaborated with C&A to establish a benchmark as a concrete framework for the organization, including standards for both preventive and corrective actions.
- Concrete Recommendations
Building on the strategic study and the established benchmark for C&A, Meliopus formulated numerous organizational proposals. These recommendations presented various models, each thoroughly justified and quantified. What are the benefits of model A or B? How much does solution C cost? This approach allowed the client to make realistic and thoughtful choices for optimizing their organization in the future.
- Data Analysis of the Service Desk
One of the most critical issues in C&A’s organization was the operation of the in-house service desk. With only 2 personnel and an overwhelming workload, unresolved tickets were rapidly accumulating, leading to dissatisfaction with the service. Meliopus conducted a comprehensive data analysis covering capacity, processes, tools, people, and skills, and based on this analysis, provided concrete recommendations. Meliopus’s deep expertise in service desk management was a significant advantage. Therefore, C&A utilized the facility expert to address the backlog and sustainably improve processes.
The result
The commercial leadership of C&A thoroughly reviewed all analyses and organizational proposals, receiving a comprehensive playbook with concrete actions and frameworks to shape policies in the desired direction. This allows the clothing chain to proceed at its own pace, implementing improvements effectively.
