Whether you run a manufacturing operation or a contact center operation, chances are your organization follows a series of written, step by step procedures to manage quality, safety, product and service delivery. You might take it one step further and seek recognition from independent bodies like the International Organization for Standardization (ISO) in order to prove to yourself and your customers (current and future) that you have a mechanism to manage and control the creation of products and services that are safe, reliable, and of good quality. You audit your processes on a regular basis to ensure that procedures are followed and use the documented procedures to train new and existing employees. At Cairn Collective, we call these documents playbooks and our expertise lies in developing a playbook for your front line management teams so that they possess a step by step, documented procedure they can follow every day in order to engage their employees in a systematic pursuit of operational excellence.

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Ideal Client Profile (ICP)
Our ideal client … 

• Understands the correlation between middle and frontline management proficiency and their financial bottom line

• Would like to build a leadership bench, promote from within and increase employee engagement

• May already have a documented operations management playbook but needs help with fully implementing it

• May already have a team of lean 6σ black belts conducting gemba walks, running kaizen events and practicing other methodologies to reduce waste and variation but needs to give their CI Team a reboot that includes a playbook for regularly interacting with Operations Leaders and maximizing ROI

• Is having difficulty with getting a return on their leadership training investment (ROI) and is looking for an alternative solution

• Is finding it difficult to attract and retain top talent

• Is finding it difficult to increase product and service delivery speed, quality and customer satisfaction