Case Studies

Playbook to Open a New Branch – Retail Service Company

Retail service company expanding nationally by opening a new branch every six months. My first deep experience in both service and retail. They needed to ensure that each new branch would open on time and on budget ready to provide high quality service.

Rasdal Associates recommended developing a Playbook on how to open a new branch. During the opening of the first branch we captured all of the details, everything from trash collection to compensation requirements in a simple format with checklists for the details. There are several hundred line items grouped by functional area. Each item has lead time and owner to drive efficiency, repeatability and accountability.

When the second branch was due to open, I blocked out the three weeks prior to opening for fire drills. Guess what? I didn’t get a single call. Why? Because the Playbook was simple and effective – IT WORKED!