Acquisition Integration for Ingersoll-Rand
Ingersoll-Rand acquired the Newman Tonks Group of businesses, (which included Briton Door Closers, Legge Locks, etc) to provide a bridgehead for their architectural ironmongery businesses into Europe.
Previously the business was structured in single business units with sales and customer service being driven from the individual manufacturing units. This meant no economies of scale, poor customer service and the duplication of work. We were asked to manage the integration from purchase, through restructuring to full integration.
We managed the assessment of the board/senior management team, made all structural changes, created a ‘one-stop’ customer services centre and recruited and developed all customer service staff thus creating a truly customer focused business in terms of both processes and behaviours. To ensure the ethic of true customer service permeated all levels we also introduced an innovative system whereby all senior managers, including board members, had to personally deal with four customer complaints a month, thus ensuring they saw the true impact of poor customer service ‘up close and personal.’