|Case Study: Culture Change
|Client: Victoria’s Secret
The Victoria’s Secret is one of the largest retailers of intimate apparel, beauty products, sleepwear, and hosiery with over $5 billion in annual sales. In seeking to optimise growth and profitability they realised that adversarial relationships between key stakeholders in the value chain caused long and costly cycle time from design to manufacture. Customer service was adversely impacted; Victoria’s Secrets’ retail stores were unable to consistently meet customer needs.
The challenge for Sage Training was to change the culture to a collaborative one with a common direction. Ultimately, to enable the 1000 plus Victoria’s Secret retail stores in the US the ability to provide their customers with the right style of product, in the right colour and size, at all times.
The Sage Solution
Working in conjunction with Victoria’s Secret’s global management team, Sage Training designed and administered a culture survey of the VS value chain. The results were then used to demonstrate the issues and blockages arising from adversarial relationships between VS, Garment Manufacturers and Suppliers of materials and accessories. To overcome this Sage designed and facilitated a series of workshops for 300 plus stakeholders. These were followed by on-going reviews of progress and team problem solving. The stakeholders included; VS heads of design, sourcing, customer account managers, their counterparts and staff from the two largest manufacturers of garments for VS, and also those from the suppliers of materials and accessories for all the garments being manufactured. The tailor made solution enabled Victoria Secret to adopt and successfully implement Toyota’s ‘Right First Time’ philosophy.
- The transition from an adversarial culture to a collaborative culture.
- Right first time samples, ready for manufacture and performing to design specifications.
- Overall shorter cycle time from design to production (from 38 weeks to 18 weeks and currently working towards 16 weeks) was a significant improvement that the initiative contributed towards.