Finding Efficiencies and Improving Collaboration to Dramatically Reduce Costs and Improve Client Satisfaction
Finding Efficiencies and Improving Collaboration to Dramatically Reduce Costs and Improve Client Satisfaction
2 PagesCASE STUDY Horan & McConaty CHALLENGE Horan & McConaty (H&M) was founded by John Horan, who believed that his funeral home’s most valuable asset was its strong reputation for providing high- quality service to families of the deceased. Leveraging this reputation, H&M grew from two locations in 1986 to seven locations serving the entire Denver metro area. As H&M opened new locations, expanded its geographic footprint, and hired additional employees, it encountered difficulties in scaling its culture and processes. With these challenges came poor communication, conflict between departments, functional silos, and employee dissatisfaction. Valuable employees became frustrated and left the company. Not surprisingly, these problems hurt the quality of H&M’s service to its customers,
