Case study – Strategic alignment, change management and internal communications

Strategic alignment, change management and internal communications for the Harwoods Group to align the leadership team, embed new practices and improve staff and customer engagement

The brief / challenge
Harwoods is a well-known UK automotive retail group representing premium brands such as Bentley, Aston Martin, Jaguar, Land Rover and Audi. The Senior Leadership Team (SLT) enlisted our support to identify their strategic priorities leading up to 2020 and improve staff and customer engagement with the Harwoods brand.

The solution

We used the c@ps methodology to create a coherent strategic plan for the Group within consulting and coaching for the SLT. They then cascaded the strategic plan throughout the organisation in order to win hearts and minds.

In parallel we provided change management support to the Group to map their current (‘as is’) customer journey and based on customer and internal feedback to identify improvement areas to enhance the Harwoods customer experience.

We also helped the organisation to create a practical internal communications strategy to ensure staff are aware of new strategic priorities and are engaged with changes to come.

The results

Whilst the change programme is ongoing, early milestones (creation of the strategic and operational plans; aligned leadership and communication about changes) have been well-received within the organisation, with the SLT and heads of retail units eager to lead on new initiatives.

red car

“We needed help to formalise and professionalise our company strategy. When I met the Juniper team I knew they were the right people to help us - they ask the right questions at the right time and they challenge your thinking and rationale in a professional, logical and sensitive way.

I think Juniper's key strengths are organisation and communications which is essential during the process of documenting and communicating the strategy to the rest of the business. In summary, Juniper have been able to quickly understand the way our business works and what we're trying to achieve and have been a tremendous support and counsel so far."

Archie Harwood, Business Development Director, Harwoods Group