FIRST DATA - maintaining the position of the market leader, despite the rapid increase in competition
Janusz Diemko, former President of the Management Board of First Data
Thanks to the K2 project, implemented in 2008-2010 in cooperation with Strategy & Results consultants, we maintained the leading position with 40% market share despite the doubling of our competitors and our own clients attempts to take the market away from us.
Initially, with Strategy & Results consultants, we planned 360० studies to assess managerial competences. This would of course be a valuable feedback, but it would only concern the level of competence. As a result of preliminary discussions, it turned out that we care even more about diagnosing places in the organization that block our development and limit the margin. So Janusz Kamieński conducted an Organizational Alignment Survey (OAS) for us. Thanks to him, as well as thanks to the qualitative and quantitative customer research carried out by Strategy & Results, we discovered the key profitability levers in our company. They concerned both customer loyalty factors and factors influencing staff engagement. This is how the K2 project, it means “Customer Focus”, was created.
The key to the success of the project turned out to be acquiring knowledge about the factors for which customers were willing to pay, as well as involvement in the development and implementation of changes in our business processes and standards of the entire staff. If I were to recommend someone to a consulting company that combines the ability to accurately diagnose the factors blocking profitability and development with the ability to plan and IMPLEMENT changes, I would undoubtedly recommend Strategy & Results.