Drakkar : Optimizing human capital

Accomplishments

Outsourcing and Operational Management

Industry: Transport, Logistics, Warehousing and Distribution

Customer

North American transportation company

Needs

For strategic purposes, the customer wishes to outsource the general pick up and delivery operations for one of its major locations.

Mandate

Outsource the management of general pick up and delivery operations. The mandate requires that 5 demanding key performance indicators be met.

Solutions and Methods Used

Drakkar presented and implemented an operational action plan that included putting together a team of management and administration positions and 75 drivers, as well as implementing management tools and all of our processes.

Results and Measures of Success
  • The team was operating efficiently within the allotted time
  • The percentage of successful road tests reached an exceptional 82%
  • Drakkar received the 2006 Award for Best Service Results among the customer’s locations

Industry: Sports and Entertainment

Customer

Major North American company

Needs

The customer is looking for innovative solutions to improve results in the sale of merchandise.

Mandate

As part of this outsourcing mandate, Drakkar puts together a proposal and obtains the mandate to put a customer experience program in place.

Solutions and Methods Used
  • Identify the processes required and develop procedures to ensure they are applied in the merchandise sales departments
  • Establish a clear, precise structure and framework
  • Hire and train the sales team
  • Put in place winning behaviors to ensure customer satisfaction
  • Make sure that benefits are maintained over time, through rigorous follow-up
Results and Measures of Success
  • Strategic positioning with an impact on the customer’s entire operation
  • The customer’s objectives for cost reduction were achieved
  • Sales objectives were achieved through increased productivity

Industry: Aerospace and Airport

Customer

The customer is a major French designer and integrator of automated handling and storage systems.

Needs

The customer was awarded the contract to operate the baggage handling system in a new terminal at a Canadian international airport. It was looking for a partner to manage the operation.

Mandate

Drakkar was charged with the daily operational management of the state-of-the-art baggage handling system.

Solutions and Methods Used
  • Development of the operational structure
  • Implementation of position profiles and the salary structure
  • Implementation of policies and work processes
  • Proposal and adoption of performance measurement plans and success indicators
  • Recruitment of teams
  • Implementation of the operation
Results and Measures of Success
  • Implementation of the operation within an extremely tight timeframe (1½ month)
  • Recruitment and smooth management of almost 70 people dedicated to baggage handling, including a coordinator, supervisors, team managers and administrative personnel
  • Flawless and ongoing management of the operation, 18 hours a day, seven days a week
  • Customer extremely satisfied with the solid partnership that delivers reliability in spite of the fact that operations are managed remotely; customer also satisfied with management that takes into account local imperatives and eliminates duplicated effort
  • Further evidence of the customer’s satisfaction: Drakkar is awarded other mandates

Industry: Transport, Logistics, Warehousing and Distribution

Customer

Private fleet

Needs

The customer was dissatisfied with its relationship with the subcontractor responsible for its dedicated trucking operations in Canada. It was looking for a new partner with proven experience in operational management.

The customer wanted a new partner able to resolve complex labour management issues and take over as the effective employer, with no loss of staff.

The customer wanted a flawless implementation that did not disrupt service levels.

Mandate

Drakkar is charged with the management of all pick-up and delivery operations.

Solutions and Methods Used
  • Presentation of an organizational strategy and an action plan for the entire operation, with all of Drakkar’s specialists taking part (quality assurance, organizational development, occupational health and safety, compensation, customer service…)
  • Adaptation and implementation of proven Drakkar policies and procedures
  • Development of management tools and success indicators
  • Hiring and integration of staff
  • Implementation of the operation
Results and Measures of Success
  • A successful hiring strategy for former employees: Drakkar hired 100% of former employees under a new work agreement
  • The operation includes over 100 drivers, one manager and six administrative employees
  • After only a few weeks, there were noticeable improvements, even though the new processes had not yet reached peak effectiveness.
  • The customer reported being pleased with the rapidity of results and had high praise for the quality and transparency of Drakkar’s billing and overall approach.
  • Extremely satisfied with such rapid results, the customer plans to extend the project to other points of service both in Canada and the U.S.

Industry: Sports and Entertainment

Customer

Large Canadian company

Needs

As part of a new business proposal, the customer is looking for a more flexible business model while retaining high performance criteria to achieve optimal operational flow.

Mandate
  • Take over customer service operations.
  • Deliver exceptional customer service as part of an experience-based approach to marketing.
  • Respect the service standards and dimensions established in the customer service strategy.
Solutions and Methods Used

As an outsourcing provider, manage distinct operations on behalf of the customer. Develop a customer experience approach for service in order to create a memorable experience for customers.

  • Recruit agents who are passionate about customer service
  • Define the operations required and develop procedures to ensure that service standards are applied
  • Establish clear and defined structure and framework
  • Develop a working environment where entertainment and fun reign
  • Put in place winning behavior to ensure customer satisfaction
  • Maintain lessons learned over time through rigorous follow-up
  • Provide feedback and recognition
Results and Measures of Success
  • Through outsourcing, the customer was able to focus all of its attention on development and innovation within the company
  • Achieved customer satisfaction rate of 97% based on objective surveys
  • The company recognized that this activity sector is its top performing, as well as exceeding expectations

Industry: Transport, Logistics, Warehousing and Distribution

Customer

Private transportation company

Needs

The customer had given a carrier the delicate task of delivering specialized equipment and pharmaceutical products to the homes of patients undergoing dialysis. As these deliveries require a great deal of skills, the carrier is looking for a partner to help with this sensitive operation.

Mandate

Outsource the delivery of specialized equipment and pharmaceutical products to patients’ homes.

Solutions and Methods Used
  • Drakkar presented an operational action plan
  • According to the plan, nine permanent and five temporary drivers would be needed. To cover contingencies, such as legal holidays, the plan provided for an additional seven drivers and five driver’s helpers
Results and Measures of Success
  • Needs were met in under five weeks
  • The customer was very satisfied with the quality of the drivers
  • Because of the particular nature of this work, the customer expected a certain rate of turnover among drivers; but after six months of operations, all the drivers were still on the job

Industry: Transport, Logistics, Warehousing and Distribution

Customer

North American transportation company

Needs

For its largest operation, the customer dealt with many labour providers, creating a great deal of complexity for follow-up, controls and establishment of a feeling of belonging. To improve the situation, the company wishes to do business with only one sub-contractor.

Mandate

With the trust established during the first project, the customer awarded Drakkar the mandate of managing general pick up and delivery operations at this location.

Solutions and Methods Used

Drakkar presented an operational action plan that required a team of 35 managers and 140 drivers.

Results and Measures of Success
  • In 2006, Drakkar had the operation certified ISO 9002, a certification that has been successfully renewed every year
  • Drakkar received the 2007 Award for Best Financial Results among the customer’s locations

Industry: Information Technologies and Communications

Customer

A major Canadian company

Needs

Customer must outsource a portion of its repair service activities in order to maintain operations.

Mandate

Drakkar received the initial mandate to manage a portion of the contingency plan to meet repair service needs for a specific sector of activity. The task was to operate with approximately 100 technicians.

Solutions and Methods Used
  • Development of a contingency plan and logistics planning
  • Acquisition of tools and vehicles
  • Hiring and training technicians
  • Daily management of operations
Results and Measures of Success
  • After the exceptional results achieve under Drakkar’s management, the mandate grew: responsibilities entrusted to 5 other suppliers were reassigned to the Drakkar team. At the end of the mandate, the team was responsible for 21 territory managers, 470 repair technicians, 401 vehicles and 9966 tools
  • Eight locations began operations
  • Over 40,000 home repairs were completed
  • Client's own measurement was 5 telephone repairs per technician per day for experienced technicians. Although client had not anticipated measuring Drakkar by this level due to the nature of the contract, Drakkar reached, in just a short period of time, a level of 4.8 repairs per technician per day

Industry: Food

Customer

An internationally renowned company

Needs

Because temporary situation, the customer’s distribution operations are paralyzed.

Mandate

Working with a partner specializing in transportation and logistics, Drakkar proposed a plan that involved a partial suspension of operations at one of the distribution centers. Twenty-five lift truck operators and two administrative support employees would be required. Drakkar and its partner obtained the mandate.

Solutions and Methods Used
  • Development of a contingency plan and logistics planning
  • Hiring and training of staff
  • Day-to-day management of operations
Results and Measures of Success
  • All positions were filled within the allotted time
  • Operations continued in spite of labour problems

Industry: Food

Customer

Large Canadian company

Needs

The customer is looking for temporary, flexible and innovative solutions for its distribution operation.

Mandate

Temporarily manage packaging and distribution operations. This involved opening a temporary distribution centre, renting tools and vehicles, and hiring and supervising 450 workers who specialized in order taking, packaging and handling.

Solutions and Methods Used
  • Working with a company that specializes in distribution management, Drakkar took over its share of the operations as part of a partial suspension of the packaging and distribution sector.
  • Hiring and managing 450 employees, one manager, five supervisors and eight team leaders
  • Setting up logistics and putting processes into place
  • Training
  • Implementing performance measures
  • Quality control
Results and Measures of Success
  • After a few months of operations, Drakkar achieved over 85% of normal productivity for the customer’s operations. This performance exceeded the customer’s expectations
  • The entire operation was on budget
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