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Luba, employment agency

Luba is a nationally operating employment agency in the Netherlands.

They started working with 1FOCUS in January 2014.

Summary

  • Strategy aligned in 35 teams
  • Strong weekly team dialogue
  • Quarterly lessons learned
  • High predictability of results

Key issue

How to be profitable in a

highly competitive market.

Cendris, customer contact center

In sept 2017, I interviewed Ronald Smit, the CEO of Cendris.
He explains the transition that they went through and the lessons learned.

Summary

  • 125 teams with one focus, all
    aimed at customer satisfaction
  • 92% teams above target
  • 10 - 15% annual growth

Key issue
Cendris uses 1FOCUS as their way of working to get more predictable results in customer satisfaction, at the services levels they contracted with clients.

"If I wouldn't believe in this process, I couldn't do this job anymore."

Ronald Smit | CEO Cendris, customer contact center

Average clients results using 1FOCUS

TEAM GOALS COMPLETED

RESULTS ON TRACK

BEHAVIOR PERFORMANCE

4983

96%

79%

Companies working with 1FOCUS:

"Besides great results, 1FOCUS also gave much transparency of how effective all teams really were operating and managed. As a leader this made it clear to take required actions."

Tessel Jarigsma | Former Director Nuon Vattenfall

"What I liked most about the process was the engagement of the teams. We are much better connected with the progress and people of our teams, both at our site as internationally."

Erik Visser | CEO Nutriad

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DISCLAIMER: The results stated throughout my presentations are my client's results. Please understand my client’s results are not typical, I’m not implying you’ll duplicate them (or do anything for that matter). The average person who just follows any “how to” information gets little to no results. I’m using these references to show what is actually possible. Your results will vary and depend on many factors, including your background, experience, and work ethic. All business entails risk as well as massive and consistent effort and action. If you're not willing to accept that, this is not for you.

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