Project
National Association of Funeral Directors
Facing internal resistance and strategic misalignment, the National Association of Funeral Directors engaged us for a major organizational restructure.
We successfully delivered a clear, new operating model that aligned the team with their 5-year strategy, resulting in a seamless transition and CEO satisfaction.
The Challenge
Upon his appointment, the CEO of the National Association for Funeral Directors (NAFD) encountered significant internal hurdles hindering the organisation's ability to execute its ambitious 5-year strategy. The existing structure suffered from:
- Resistance to Change: An ingrained culture made it difficult to implement new initiatives.
- Lack of Reporting Clarity: Ambiguous reporting lines resulted in ineffective management and accountability.
- Poor Customer Experience: Members struggled to access the team when needed, leading to dissatisfaction.
- Failure to Deliver on Commitments: The internal challenges directly impacted the NAFD's ability to meet its obligations to its members, causing complaints and potential reputational damage.
- The primary objective for the NAFD was a restructure that aligned roles, skills, and core office hours to create an environment conducive to achieving their 5-year strategic goals.
Prior to engaging The HR Consultants, the NAFD had worked with another consultancy. However, they found them to be unresponsive and lacking a commercially focused approach, ultimately preferring The HR Consultants' way of working.
The NAFD's key requirements for a solution were:
- Support in redesigning the organisational structure.
- Development of a robust business case for the proposed changes.
- Confidential coaching for the CEO to effectively position and deliver the restructure.
- End-to-end management of the restructure process, from initial planning to final implementation.
The Solution
The NAFD learned about The HR Consultants through a network referral. They chose to partner with us based on the strong relationship built through numerous in-depth meetings and conversations.
The CEO felt confident in our understanding of their unique challenges and our proposed approach. Notably, The HR Consultants invested significant time upfront in understanding the NAFD's needs without charge, demonstrating our commitment to building a genuine partnership.
The implementation process was comprehensive and collaborative:
- Project Timeline: A clear timeline was established and adhered to throughout the project.
- Data Access: We were granted full access to relevant organisational data to inform our analysis and recommendations.
- Relationship Building: We fostered strong relationships across the organisation to ensure buy-in and facilitate a smooth transition.
- Onsite Presence: Regular onsite days allowed for direct engagement with the team and a deeper understanding of the internal dynamics.
- Business Case Development: A detailed business case was developed to justify the proposed restructure and outline the expected benefits.
- Organizational Redesign: We worked closely with the CEO to design a new organisational structure that aligned with the 5-year strategy.
- Contract Review: Existing employment contracts were reviewed to ensure alignment with the new structure and legal compliance.
- Consultations: We managed all necessary consultations with employees, providing support and guidance throughout the process.
- Communication Support: Scripts and communication plans were developed to ensure clear and consistent messaging.
- Administrative Support: Comprehensive administrative support was provided throughout the project.
- Outcome Delivery: We remained focused on delivering the agreed-upon outcomes as outlined in the business case.
The Results
Throughout the project, The HR Consultants were in daily contact with the NAFD, and the key users of our service were the CEO, the wider team, the organisation as a whole, and ultimately, the members who would benefit from the improved efficiency.
The specific features of our service that proved most beneficial were our:
- Expertise: Our deep understanding of HR best practices and organisational design principles.
- Agility: Our ability to adapt our approach to meet the specific needs and challenges of the NAFD and deliver the desired outcomes.
Our key differentiator was our commitment to truly understanding the client's needs by investing significant time upfront without charge, fostering a strong relationship built on trust and open communication.
The implementation of The HR Consultants' recommendations yielded significant positive results for the NAFD within a 2-month timeframe:
Measurable Outcomes:
- Aligned Team: The restructure successfully aligned roles and responsibilities with the strategic objectives.
- Clear Reporting Lines: The new organisational chart established clear lines of reporting and accountability.
- Return to Office: The implementation of core office hours facilitated a return to 3 days in the office, improving collaboration and communication.
- No Appeals: The smooth implementation of the restructure resulted in no formal appeals from employees.
- Team Retention: The team remained intact throughout the transition, indicating a positive response to the changes.
The Future
Our relationship with the NAFD has evolved into a trusted partnership. We have become the CEO's and now the senior leadership's "go-to" for HR support and a confidential sounding board.
Looking ahead, the NAFD plans to engage The HR Consultants for a culture review, further demonstrating their confidence in our expertise and our ability to support their ongoing organisational development.
Qualitative Impact:
- Beyond the quantifiable results, The HR Consultants' support had a profound positive impact on the NAFD:
- Clarity and Understanding: Individuals gained a clear understanding of how their roles contributed to the overall strategy.
- Increased Collaboration: Having the team in the office for core hours fostered greater collaboration between departments.
- Improved Workflow: Members now have better access to the team, enhancing their overall experience.
- High Satisfaction: The CEO rated their overall satisfaction with The HR Consultants' service as 10/10.
The Testimonial
"The organisation is now able to achieve what it is set out to achieve, with a team that all want to be involved." - Andrew Judd, CEO, National Association for Funeral Directors