Case Study

Major Accomplishment

Challenge

DRIVE for RESULTS

A major rental car company saw a drop in sales and customer NPS scores over a two-year period due to an aging fleet and poor service execution.  The technology that was being used also caused issues for the operations along with the supply chain being able to execute their process accurately and efficiently.

“Time is money!”

Strategy

Navigating a New Future

  • Develop a strategy to re-fleet the 500,000 vehicles for the organization in 2 years.
  • Develop new operational processes for reservations, cleaning, call center operations and supply chain and logistics across 10 countries and 2000 sites.
  • Renegotiate critical contracts with key suppliers to increase on-time delivery, service levels and reduce caring costs.
  • Develop and start the execution of a new ERP system that removed the 897 legacy systems that were being used to run the organization.

Approach

Strategic Planning with the Hoshin Method

Results

Destination Known

The organization prior to the impact on the Tourism and Hospitality industry by COVID saw an 8% revenue growth in two years, an adjusted EBITDA growth of 12% launched two new products generating $80M in new revenue, an operational efficiency gain of 21% and reduced the number of system by 33%.  In addition to these numbers, the organization received the #1 rating by JD Power in their industry.

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