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Sustainable increase in our customer and employee satisfaction

What we did Our passionate coaches rolled out ‘Impuls’ – their own proven approach – in every team within the organization. They ensured a balance between ‘hard’ and ‘heart’ by focusing on results andthe human aspect. Employees received sensitive guidance on starting the performance dialogue: we gave them confidence while constantly challenging them in terms of performance. As a result, the form of collaboration and objectives were sharpened. We encouraged employees to pursue these things. The building blocks of our approach: clarifying KPIs, providing on-the-spot feedback, and applying a ‘coach the coach’ technique – as well as measuring, encouraging, or discouraging behavior.

What we achieved A new way of working (together) has been integrated into the daily operations of the organization. As a result, all teams – totaling more than 200 employees – are self-managing. Their results in terms of NPS, lead time, quality, sales, productivity, and OTIF have improved. Moreover, employee satisfaction has increased. Staff members feel more involved in the organization and have more positive energy. Absenteeism has decreased, along with the related cost. Moreover, a culture of continuous improvement and feedback has been created. To foster and secure it, seven champions took over our coaching in stages.

What they said

“IG&H adopted an extremely professional and results-oriented approach,”

“I am a warm supporter of Impuls.” The CFO added, “The Impuls process with IG&H was innovative. It gave energy to the people and the organization, and it served as a push in the right direction.”


Interested in what IG&H can do for you? Contact us!


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