Client: Leading Manufacturing Organisation
Employees Impacted: ±1200
Industry: Manufacturing
The Challenge
The organisation needed to shift from an inward-focused manufacturing mindset to a customer-first culture. Leadership accountability was low, and process inefficiencies across value chains impacted customer satisfaction.
Our Solution
Whizants co-designed a Kaizen-inspired continuous improvement programme anchored in customer-centric behaviours:
Culture Survey: Measured alignment to new business values across all levels
Customer Journey Mapping: Identified key pain points, moments that matter, and improvement opportunities
Value Chain Workshops: Diagnosed inefficiencies and reimagined the ‘To-Be’ customer-centric structures and goals
CX Challenge: Embedded cross-functional ownership through quick-win improvement sprints
Results
🔹 Greater Focus on Customer Value Across Functions
🔹 New Operating Models Anchored in Customer Outcomes
🔹 Improved Accountability and Leadership Ownership
🔹 A Culture of Measurable, Ongoing Improvement
Conclusion
This case study showcases how embedding customer-first thinking into every layer of an organisation can fuel performance. By shifting mindsets, mapping what truly matters to customers, and launching practical cross-functional initiatives, Whizants helped build a responsive, high-performing culture where customer value drives every improvement.
