The Company

Large manufacturer of kitchenware products with major manufacturing and distribution operations in the United States, Canada, and Asia-Pacific regions.

The Situation

Inability to provide timely and accurate information flow to customers drives significant customer dissatisfaction and adds significant cost to the organization. Company realizes that a 20% reduction in customer deductions and airfreight charges adds $2M in profit.

The Challenge

How to ensure timely and accurate information flow to our customers. 4 Teams: Timely and Accurate Customer Set-up Information, Timely and Accurate Product Availability Information, Timely and Accurate Order Fulfillment Information, Monitoring & Measuring Performance.

The Results

  • Saved $1M/year in customer deductions
  • Saved over $500K/year in order cancellations
  • Reduced airfreight expense by $516K
  • Streamlined New Customer Sign-up Process: new customer sign-up turnaround improved from 46% to 100%
  • Improved Product Availability and Order Fulfillment information
  • Improved customer service rep morale and customer relations


“I would highly recommend Excalibur Consulting to any business leader looking to implement WorkOut to improve organizational effectiveness.”
- HR Manager, Consumer Products, New York, NY

“In my 34 years with the company, this is the best, most intense, positive process that I have ever experienced!”
– Sales Administration Supervisor, Consumer Products, New York, NY

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