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LAB APPROACH

Reinventing field practices with… the field  !

Anne Risacher,  Partner

The mode "  Lab  » to successfully take action
There are many cases where strategies fail because of a lack of effectiveness when taking action. The factors that can explain these failures are multiple: a profusion of projects that are difficult for the teams to absorb, priorities that are not aligned between head office and the network, a lack of appropriation or acceptance by the network of the changes proposed by the headquarters, managers in a reporting position rather than in management, a deployment that drags on... It is to circumvent these obstacles that we have developed the "  Lab  "putting teams at the heart of the design of new ways of doing things in a "  space  initiatives  » framed by the Management.

Create the conditions for a new commitment in the field through the "  Lab  »
Our Lab approach consists of experimenting in situ,  with our clients' teams, to reinvent practices in the field and develop behaviors capable of boosting the company's performance.
In concrete terms, how does that work  ? The dynamic  is reversed: if management retains control in defining the objectives (the what, the why, the room for maneuver and the "  Red zone  “), the field carries out the diagnosis, designs and tests the springs of the “how”. On a weekly basis, a multitude of design / action / measurement loops are organized in a test-and-learn logic with the field teams  : at the helm to invent, test in real conditions and measure, they define the practices of tomorrow. At each end of the loop, the ideas are reviewed  : those that worked are reported to headquarters for national deployment, those that worked less are adapted to be re-tested in the next loop, those that did not bring any results are discarded.

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This approach has a double virtue since it brings  at a time  :

  • Quick sugars  : immediate actions that have a measurable impact on performance  (sales, customer satisfaction, time spent on this or that task, etc.)

  • slow sugars  : deeper changes in the behavior or commitment of employees, empowered on their new practices

 

Some illustrations of results  :

  • Increase in turnover  : +25% vs. N-1 (Luxury), +27% (Aeronautics), +20% (Insurance)

  • Improved conversion rate  : +20% (Retail banking)

  • Impact on customers' multi-equipment  : 2.2 accounts in multi-equipment vs. 1.7 (Retail banking)

  • customer time  : +32% dedicated to in-store customer orientation vs. administrative tasks (Mode)

  • Cost savings  : 6M€ of annual savings (Food distribution)

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