The Workplace Productivity Challenge - Summary - Department of ...

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22 summary of the report of the workplace productivity working group
summary of the report of the workplace productivity working group 23 5 5 case study – toll tranzlink “We were on a downward spiral with no real future. However, we didn’t let this stop us. We went for a 50-50 strategy – 50% best-of-breed technology and 50% the best in management and education. In three years we have turned the firm around and it is now financially stable and growing. We have an operationally sound network and a proud culture. Informed decision-making happens at the coalface or at a grass-roots level first in our company. We are now moving at pace in one direction as a world-class logistics operation that people want to work for.” – Greg Miller, Group General Manager, Toll Tranzlink Just over two years ago Toll Tranzlink was facing massive business challenges and significant financial losses. Poor systems and reporting at all levels in the firm meant that misinformation was running the company into the ground. The poor systems were also leading to poor decision-making in the firm and inconsistent customer service. As a result, Toll Tranzlink had grumpy customers, high customer and staff churn and constant leadership and management changes. Shareholders were also discouraged from making much needed investments to improve the firm. When Greg Miller joined the firm as Group General Manager, his first priority was to stabilise the business. Once the lack of business knowledge was identified as the foundation of Toll Tranzlink’s performance issues, Mr Miller set out to implement a solution that involved integrating the people and systems, implementing an enterprise-wide new management system, and ensuring that a strong leadership team was in place that included industry specialists. Mr Miller says that Toll Tranzlink’s leadership team embarked on a strategy that involved the introduction of a broad range of technological solutions to improve their business knowledge, including the development of a “best of breed” web-based system for global access to business information. This technology was designed to be used by mobile operators in the field, in trucks, in the yards or working on a fork hoist. The data could be collected at all stages and while workers were on the move. Many communications options existed but Toll Tranzlink settled on a strategic partnership with Vodafone to provide GPRS technology (and RF, radio band and frequency-Fleet Link).
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The Workplace Productivity Challenge - Summary - Department of ...

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