REDUCING STOCK DELAYS WITHOUT INCREASING STAFFING COSTS.
Housewares Manufacturing — Brabantia
THE SITUATION:
Following the launch of an innovative new product, a component began failing around 18 months after release.
Complaints grew quickly, and the initial response - replacing the whole item - was inefficient and expensive.
THE CHALLENGE:
Focus: Complaints were handled reactively as they came in, with no defined process for resolving them efficiently.
Systems: No stock or storage system existed for replacement parts - packs of components arrived from distribution but couldn't be dispatched individually, leaving surplus parts scattered with no stock control.
People: All calls came through main reception with no filtering, and the growing volume of enquiries began pulling other departments away from their own work.
THE APPROACH:
The team moved from replacing whole items to replacing the faulty part only, then worked backward to fix the system underneath that decision:
Set up a dedicated storage system for split packs and spare parts, with weekly stock checks
Introduced call filtering so parts/repair enquiries routed straight to the right admin staff, rather than through reception
Proposed and helped set up a dedicated customer service team to own these enquiries end-to-end, rather than the load falling across departments
THE OUTCOME:
Customer service standards - a core part of the brand's reputation - were maintained despite a sharp rise in enquiry volume.
Surplus components became a usable resource instead of waste, reducing cost.
Other departments were freed from absorbing overflow work, and the business continued to grow rapidly through this period.
This example reflects earlier operational experience, and the same thinking now underpins the work delivered through Emma Baker Focus.
Contact us today!
Send us a message to get answers to any of your questions and we will get back to you within 24-48 hours or as soon as possible.
Emma Baker: FOCUS
Copyright 2025. Winscombe, England. All rights reserved.