10% more customers

A leading Premier League football club was expanding its stadium, increasing capacity by 10%. 

Office space at the stadium was restricted, and couldn’t extend to match this growth. 

The club therefore needed to be able to respond to the stadium’s growth without a commensurate increase in the office support teams. 

At the same time, the club wanted to use this investment opportunity to make further improvements to their customer experience. 

Three projects were delivered together with Gobeyond Partners to empower the club’s employees with new skills and approaches to problem solving. The training courses were tailored to meet the club’s specific needs. 

Enhanced capabilities

• • Process User Groups
    Teams were engaged in identifying opportunities for improving processes through Process User Groups. They focused on mapping the steps for key processes – to improve customer experience, provide membership packs on time and facilitate greater take-up of website registrations. Customer effort was greatly reduced leading to higher level of adoption of the digital channels. 
  • Lean training
    Everyone attended a half day Lean Awareness session, whilst eight team members received more advanced trained to reach Lean Competency System accredited status. This enabled the team to start confidently running their own team-based problem solving as well as adopting team huddles and mode focused improvement projects. 
  • Operations Management
    Team managers were coached in techniques to improve performance with new interval control and workflow approaches. Structured practices were introduced to ensure continuous improvement. 

A better fan experience

Despite the increased demand in the larger stadium, customer experience was improved. In particular, the average email response rate was reduced from over two days to less than one day. 

The Process User Groups also delivered membership pack and website registrations improvements equivalent to the work of two and a half full-time people. 

There were broader improvements for the whole department with a new clarity for daily allocated duties and successful engagement in team based problem solving to drive improvements over the medium and long term.