Abbey National

“The systems installed have provided an integrated method of forecasting, planning and controlling not only net income levels but also sales activity and conversion rates. Most valuably the system has proved sensitive enough to build in objective performance criteria for a complex range of sales activities in a way which is balanced to meet the varying experience and skill levels of our financial planning consultants. The combination of management control tools, training and follow-up has enabled us to increase sales production per consultant by more than 15% in difficult market conditions.”
“Accomplishing changes in behaviour is never without difficulties but we have had a very good working relationship with your team and problems arising have been dealt with professionally and with a minimum of fuss.This close co-operation has enabled the programme to deliver savings in excess of those projected and to realise a return on investment of more than 4:1.”
Martin Smith
Managing Director
Abbey National Independent Financial Advisors

AmcoGiffen

“I would very much like to thank you and the Cannizaro team for the excellent performance improvement programme recently completed within our LNE and Scotland Rail Maintenance operations. We are delighted that direct work productivity has improved overall and that annualised savings are expected to significantly offset the investment in a single financial year.
From the initial scoping study through the programme itself, the team’s interaction with our management and staff has been thought-provoking and inspiring. The early involvement at all levels in the critique of problems and design and implementation of solutions has ensured buy-in and on-going commitment to the programme.
We now have the skills, data, tools and processes from simplified daily/weekly KPIs to an overall “AMCOGiffen Way” that enable us to more precisely plan, forecast and manage workforce, plant and materials requirements per remit. Work discipline, consistency and accuracy have greatly improved. Action plans to address losses in performance are being generated and executed by staff themselves. Use of our existing IT investments has been greatly improved including the utilisation of and compliance to new hand-held systems in the field.
Feedback from our client, Network Rail, has been highly positive as they now have increased visibility and appreciation of how we are improving operational performance.
As you predicted at the outset, return on investment for the programme has been very high with all costs being recovered during the programme itself.
Following this success, we had no hesitation in authorising further investment and have now commenced a further project with Cannizaro within our LNW operations which we are confident will also deliver excellent results. “

Andries Liebenberg
Managing Director

Amec Rail

“A we reach the end of our programme with Cannizaro, I am pleased to see that we have seen considerable improvements in our productivity, achieved in a difficult and heavily regulated environment.
I have been impressed with the professionalism of the Cannizaro team and in particular the way in which they have worked with our managers and supervisors and won their confidence – an essential step to bringing about cultural change.
The tools that have been developed and the training provided have enabled them to be much more effective in the control of their resources, culminating recently in our reaching the top of Railtrack’s performance league table.
I am confident that as we reach the perpetuation phase of the project that will see further cnsiderable improvements. I would be happy to recommend your services to other interested parties.
I wish you all well for the future.”

John Pitkin
West Anglian & North London Line Contract Manager

Amec Rail 2

“When we first met to discuss Cannizaro’s proposals to carry out a productivity improvement programme within AMEC Rail, I had some concerns regarding the timing of the programme as we were undertaking a range of internal initiatives covering, this and other issues, and there was resistance from some of our senior management with regard to the use of consultancy services.
I am now pleased to record though that the outline study undertaken by the Cannizaro team confirmed clearly to all concerned the extent of the problems and opportunities that existed. Having observed the skill and professionalism of the Cannizaro team our management became convinced that there would be a significant benefit to AMEC Rail in using your methodologies and resources to bring about swift but sustainable changes in our systems and working practices.
As we near the end of the implementation phase, I am pleased to be able to say that in spite of the geographical diversity of our businesses, and the highly regulated nature of the rail industry, your team, working together with our managers and supervisors, have been successful in the design and introduction of management tools that have given us a far greater degree of transparency and control within our organisation. This, combined with the focused training of key personnel, has enabled the planning and execution of work and allocation of resources to be significantly improved. The measurable improvements in performance and productivity clearly indicate a high return on our investment.
Again please accept my thanks for your endeavours and please be assured that I would be happy to recommend your services to other interested parties. ”

Ian Hume
Managing Director

Anglian Water

“I am writing to congratulate you on the successful conclusion of the work we commissioned. I am delighted to have seen significant performance improvements, both financial and service, and that these are being sustained now that your team have left.
I wish you and your team well for the future. “

Colin Brown
Director of Customer Services

Associated British Ports 1

“It is now about three years since we sat down to discuss the possibility of Cannizaro doing some work for ABP in the Immingham Container Terminal. At the time we approached you we were confident that you would meet our expectations as we were aware of the work you carried out at one of the ro/ro terminals in Immingham. Our requirements were slightly different in that we were looking to increase capacity, terminal efficiency and service levels. Rather than focus on cost reductions. This work achieved all of its objectives and was particularly valuable. It gave an immediate impetus to our expansion in the ICT that now sees us handling significantly more containers per year at a lower unit cost.
In the following two years ABP has expanded Cannizaro’s work to include the rest of the Humber as well as our South Wales, Short Sea and Southampton businesses. ABP provides a rich variety of services and Cannizaro has been instrumental in delivering substantial productivity gains across a very wide range of ship and land based activities. Major commodities have been steel, coal, fertilizer, forest products, bio-mass, bricks and aggregates. The work has also covered cars and cruise vessels as well as number of marine activities. On all occasions we have been able to evaluate and measure improvements in turnaround times, costs and land based services. Together we have implemented a series of complementary programmes in Engineering that have improved PPM compliance, reduced backlogs and enhanced the availability and reliability of our assets. The combined effect has provided financial improvements that have exceeded projections.
We have seen from your Audit results that the implementation of new management, particularly planning, tools has been properly embedded and sustained. The training of management and supervision has been well constructed and well received. Your team have been very hands-on with a welcome presence and identity on quay side and land side. Their preparedness to understand and manage the detail of a complex business has provided credibility and developed the confidence of our people. This has been the principal reason for your success.
I would like to thank you and the team for the work done to date and to wish you well with your ongoing engagements with us and with other clients. “

Jens Skibsted Nielson
Commercial Director

Associated British Ports 2

“I would very much like to thank you and the Cannizaro team for the excellent results achieved in improving road side service levels, vessel turnaround times and capacity within the Immingham Container Terminal.
The 13 week programme proposed to us, following your Outline Study, suggested that you could achieve improved utilisation of available labour, plant and space resources in such a way as to handle additional calls at a reduced unit cost per box while improving the customer experience of using our terminal. This struck us as ambitious but, given the growth in volume that the business is achieving, also necessary. It was on this basis that we authorised you start your first piece of work with Associated British Ports.
Since then we have been able to follow weekly the development of new tools for planning and managing operations as well as major changes in the practices and procedures. Our yard layout has been changed as have traffic flows and gate management. Vessel planning and management of labour and plant have also been reviewed and revised in order to improve hour to hour efficiencies. The end result is that queues have been almost entirely eliminated, haulier dwell times have fallen 35% and labour productivity in containers per man-hour have improved by 25%.
We have benefited from Cannizaro’s hands on approach, attention to detail and capacity to both work with and develop our people. Programme benefits have not been easy to deliver but problems arising during the programme have been identified early and dealt with successfully. The training and workshops within the programme have been directly relevant and have helped considerably in improving teamwork and motivation.
I am pleased to say that I have enjoyed working with Cannizaro and would be very happy to recommend their services to other parties. “

Steve Williams
Operations Manager

Avonmore

“Just a brief note to compliment you on the depth and competence of the survey work which you and your colleagues carried out recently within the Pigmeat Division of Irish Country Meats.
I was very impressed with your adoption of the brief given to you and the range of potential improvements which were identified.
I look forward to an early opportunity of working with you again in the future to the mutual benefit of our respective organisations. ”

Edward S. Power
Chief Executive
Meat Division

Babcock Defence Services

“Following the audit carried out by Cannizaro staff recently at RAF Cranwell, I am pleased to say that the efficiency and service improvements implemented as a result of your team’s advice and coaching, continued to deliver both financial and cultural benefits up to contract end.

The lessons learned at Cranwell concerning the rollout of tools and practices were invaluable in introducing the techniques into our other contracts. The transfer of skills to our own management team, has led to reduced costs, improved service levels and has given us a greater degree of competitiveness – as you know we have recently won the contract at RAF Valley.

I wish the Cannizaro team well for the future and would be very happy to recommend your services to others.”

Phil Kay
Managing Director

Balfour Beatty Rail

“I would like to thank you and your team for the excellent study work carried out within Balfouor Beatty Rail Infrastructure Services.
When we asked you to perform a review of structure, procedures, practices and behaviours within our Kent region we expected you to find room for improvement.
However, I think it is fair to say, that managers involved in this region were very surprised at how quickly you gained a detailed scope insight into the management problems inherent within the operation and at the size, scope and achievability of the improvement potential actually identified.
I would aslo like to make note of the professionalism of your team, particularly with regard to their interaction with our managers and workforce and with Railtrack management.”

Steve Hooker
Performance Director

Barry Callebaut

“I would like to take the opportunity to express my appreciation for the work carried out by your team members in our production site in Drongen between 20th February and 17th July 1998.
The results that were presented after the first ‘post-project – audit’ on 6th November 1998 are positive and encouraging. Compared with the same period of last year, more than 30 million Bf of productivity improvements were introduced.
These improvements confirm the use of the ‘productivity-systems’ that we have developed and implemented together with the Cannizaro team. Especially in production and maintenance the results are more than satisfying.
These results would not have been reached without the behaviour change of the local supervisors, which highlights the success of your intervention.
The training programs that were developed by your team members during the course of the project have enabled our supervisors to manage more efficiently and more results-oriented. This now gives a strong local management the opportunity to meet the future with confidence.
I wish you success in your actual and future assignments. ”

Dirk Poelman
Vice President Operations

Barry Callebaut 2

“I want to thank you again for the excellent results that both our teams continue to achieve, almost 9 months after the ending of the project.
The productivity improvements over-achieved the 35 million BEF in comparison with last year.
The local management improves constantly. This is seen in an increased awareness for improvements, a clear change in behaviour and a greater involvement and anticipation of problems.
We will do whatever we can to realise the recommendations that were made by your Audit team. We are still convinced that we have made a great step forward together with Cannizaro in the past year.”

Dirk Poelman
Vice President Operations

BCA

“The installation of a productivity programme generated a 24% reduction of our workforce in the areas within the scope of the project. The organisational re-structuring of our branches will be the major contributing factor for our strategic development in the future. The implemented changes in our management systems and Front & Back office key processes will help us work more efficiently in an increasingly competitive market. The optimised processes include cashier operations, mortgage application, credit recuperation, centralisation of cash collection, account opening, foreign currency cheques and banking cheques.”

Dr. António Rocha Moreira

Borough Council of King’s Lynn and West Norfolk

“I would like to congratulate you and the Cannizaro team for the excellent results delivered during the recentiy completed Establishment Review. The programme took just eight months to complete and has delivered a measurable and sustainable 7.5% reduction in costs across all of the Council’s operations. This equates to £1m in annual cashable savings with further non-cashable improvements underway. This was achieved without adversely affecting the quality and delivery of services.
Members and staff were impressed by Cannizaro’s open and collaborative approach. The project team, including four members of our own staff, took into account a wide range of points of view. Allied with Cannizaro’s knowledge and experience, this enabled the development of a workable and agreed set of action plans.
Covering structural, organisational and process elements, the manner in which these plans were delivered was also impressive. The combined team of Cannizaro and KLWN staff relayed clear objectives and plans to staff, members and union representatives which gained support, involvement and commitment at all levels. The training of 120 managers and supervisors has ensured that we have retained and are using use the knowledge, skills and experience gained.
Although the programme savings were realised through a net reduction in establishment posts, it should be emphasised that in reorganising the Council’s resources new posts were created and many posts were changed. The total net reduction was achieved without compulsory redundancies and strongly featured the retraining and redeployment of staff to priority areas. We now have a greater proportion of our staff directly delivering services than before. We have also been able to staff positions required by new legislation without increasing overall costs.
The whole process has left us in a strong position to plan for the future and to continue to deliver high quality, cost effective services whilst sticking to our commitment to keeping council tax increases to at or below the rate of inflation.
I would not hesitate to recommend Cannizaro’s services to other organisations in either the public or private sectors and wish you and the team all the best for the future. “

Cllr. John Dobson
Leader of the Council

British Wool

“I want to thank you and the Cannizaro team for the excellent work carried out over the last eighteen weeks. I am delighted with the results which I am confident will soon realise a significant increase in labour productivity across our UK wide depot network as we approach our peak activity period.
The Cannizaro team has done an excellent job in building a working relationship with our management and staff and have been able to convince key staff to commit to the proposed changes.
Usage of our existing IT systems has been optimised with improved data and analysis tools enabling accurate forecasting, measurement and balance of workflows. Manual work-arounds have been eliminated. Overall, the changes made to methods, documentation, attitudes and behaviours are ensuring that quality, efficiency and productivity are at the heart of all activity and that we will see considerable improvements in both capacity utilisation and the flexibility of service offered to our customers.
We expect return on Investment for the programme to be extremely attractive. “

Joe Farren
Chief Executive

Burger King

“Now that the results of the Cannizaro programme can be seen and measured there are a number of points which stand out.

Firstly, your team have conducted themselves in a very professional manner. The interaction with our people has been good and changes have been implemented during a period of peak activity without disruption.

Secondly, the system improvements and training have corrected significant defects in a way which is both valuable and manageable.

Thirdly, the programme has been implemented according to plan with scheduled savings in terms of sales improvement and cost reduction being delivered on time. A return on investment in the region of 3:1 is being achieved.”

Tom Colacino
Vice President
Sales & Services, NW Europe

Canada Life

“As your consulting contract with us comes to a close, I would like to comment that you did an excellent job in surveying and identifying areas for improvement in our sales force. The Sales Management process that we now have addresses the shortcomings and will serve as our platform for the future development.”

W. L. Acton
Executive Director & General Manager
Canada Life Assurance (Ireland Ltd,.)

Carpet & Flooring

“It is now three months since the conclusion of your Implementation work within Carpet and Flooring’s branch network. We have the results of the second Perpetuation Audit and are ina position to evaluate the progress made against schedule and your original savings projections. I am pleased to say that the programme and the results have been delivered on both counts.
We knew, when starting, that there would be a number of difficulties to be overcome. We are in the middle of implementing a new IT platform and model for all of our branches. This was necessary because legacy systems were clearly unable to meet the needs of our business and of our customers. We also knew that in shaping the design of new processes we also needed to review and improve our operational practices and performance in Sales, Warehousing, Transport and Back Office. Ours is a very competitive market and we need to optimise costs, performance and service to succeed.
The Cannizaro team working on this assignment have been able to develop constructive and effective relationships at all levels from front line to senior management. This has ensured that a high and rapid degree of change has been taken on board and implemented effectively. The structuring and planning of our internal sales resources has improved call waiting and abandoned rates. We are able to handle more work, manage more orders and be more effective in responding to customer needs. We are also able to control our stock and working capital more efficiently. Our warehousing and transportation requirements are managed with fewer man-hours and a reduced fleet requirement on constant or rising sales volumes. A variety of more detailed, technical issues covering equipment, layout and operational practices have also been dealt with.
The end result is that cost reductions have been agreed that deliver your original projection and the expected return on investment. Seventy percent of these have already been implemented and the rest are in the process of being implemented. In addition, we can see considerable additional benefits from efficiency improvements that will add to the profitability of our branches as cost to sales ratio improve.
I am very pleased with this coutcomeand look forward to working with you again in the future. “

Lisa Tomlin
CEO

Clancy Docwra

“I am writing to thank you for the efforts of your team and yourself during the recent project undertaken by ourselves and Thames Water.
The process evaluation, team building and management operating systems have all had a tremendous impact upon the way in which we operate the relationship that are being built between our organizations.
The reporting mechanisms developed, along with the highlighted key areas of both Thames Water and our own operations have been extremely beneficial, both operationally and functionally.
Based upon the results we have obtained to date and the seamless way in which your project team worked with our organisation, I would be happy to recommend your services to others who are also looking to improve themselves.
Thank you once again. “

Kevin Halpin
Contracts Manager

Clarks Shoes

“We are coming to the end of Implementation Phase of your work within our National Distribution Centre (NDC) in Street. I would like to thank your team for the effort they have put in, and the excellent results that have been delivered.
Working in a newly commissioned facility, the project team have helped us address many of the problems that can arise in a new environment. By highlighting, quantifying and adderssing the causes of performing losses, we have been able to improve workflow, efficiency and throughput rates. This has required working with those who have designed and built the facility, with software providers and within the overall SAP framework which we use to manage our business. Despite the complexities of the technology and the process itself, Cannizaro have been remarkably successful in suggesting, agreeing and implementing changes which have made improvements in all areas. The overall effect is that we can now reliably ship 30% more volume per day than at the outset of the programme.
Just as importantly, Cannizaro has developed and implemented an overall methodology for forecasting, plannning and managing our performance. Our underlying IT platform has been used to provide our staff with immediate, intelligible and relevant operational data that enabled them to manage hourly and shift performance at a higher level of efficiency. This has been allied to an intensive programme of ‘on the floor’ training which has helped our team leaders and frontline managers improve their skills greatly. This has improved the sophistication of our response to problems. More specifically it has enabled us to improve our productivity (man-hours per pair) by 35%.
The effect of your work has been to give tremendous impetus to our business. The programme has been implemented with the required degree of sensitivity without allowing the pace to be slacken. Deadlines have been met and the scheduled financial objectives for weekly and annualised savings have been comfortably exceeded.”

Steve Smith
Supply Chain Director

Co-op

“The project on which Cannizaro has been engaged is now drawing to a close, and I thought it appropriate to write to you to express my sincere appreciation to you and your colleagues.
Following the survey which you completed, forecasts of savings to be achieved were submitted, together with your own unambiguous commitment as to timescale and cost, and also a clear plan as to how the project would be pursued, with full involvement of the personnel involved, so that targets were clearly seen as achievable.
Clearly now the project on completion will leave an organisation which is better placed to meet the highly competitive demands of retailing. with a significantly smaller personnel structure with a correspondingly lower cost. All this in a business which was already proud of tight-labour cost control, as a result of much work already done with computer based centralised con- trols.
Throughout the project customer service has been identified as a priority, and although staff are aware of the restructuring issues, our customers should not notice any drop in service standards, indeed standards of service will be greatly improved.
I look forward to maintaining links with Cannizaro in the future.”

H Garrett
Secretary/Chief Executive Officer

Corus

“It is now about 18 months since the completion of Cannizaro’s improvement programme within Inbound and Site Logistics. Following the results of the recent audit we are now able to see clearly the longer term benefits of this work. As a result I am also in a position to comment upon Cannizaro’s work.
The programme, from the beginning, was set up as a joint venture between Corus and our service provider PD Logistics. It covered Inbound and Site logistics for our Rod and Plate Mills here in Scunthrope. It encompassed the design and implementation of management tools for planning and managing work volumes, service levels and the productivity of labour and plant within these areas. It provided a commonly accepted methodology for both measuring and improving performance.
I am pleased to say that the financial and operational objectives for the programme have been both realised and sustained. The co-operation and team work required to achieve this has been considerable. Cannizaro;s skills and leadership have provided a major contribution to this. the timescales set for the programme were very demanding but have been met. This left our busines better placed to manage the turbulent business environment that has prevailed since then.
Both Corus and PD Logistics are satisfied that the decision to engage Cannizaro was a wise and timely one. I would be happy to recommend your services to other business.”

Chris Wimhurst
Director of Logistics

Derwent Living

I write to offer my thanks to you, and colleagues Lance Haspineal and Colin Lawrence, for your efforts in reviewing the delivery of our day to day repairs, void property refurbishment and gas servicing programmes.The completion of the Cannizaro consultancy provides both my surveying team and our partners Connaught, with the opportunity to work more effectively and efficiently. The comprehensive regime of training has equipped staff at all levels with the knowledge and skills to deliver a vastly improved service for our customers.
The twelve week programme was completed in January 2007 and now six months later, we have witnessed significant improvements in the productivity of the workforce.
Examples include:

• Output per man / day – Increased from an average of 2.8 Jobs / Man / Day to 3.8 (4.1 if jobs over two hours duration are excluded from calculations).
• First time fix rates – Increased from an average of 80% to 95%.
• Scheduling Capacity – Increased an average of 75% to 95%.
• Day to Day Repairs Performance – Heading towards achieving upper quartile performance by the end of the year.

The exercise has empowered individuals from all sides to contribute to the improvement of the service and has dovetailed with a series of complimentary initiatives instigated by the partnership, and has really helped engender a much sought after but rarely achieved goal of creating a single team to deliver the service.

Ian Yeomans
Head of Asset Management

DFDS

“It is now some months since we complete ‘Project Chrysalis” in Immingham with Cannizaro. We are now in a position where we can see not only the immediate but also the longer term sustainable benefits from the project. On the basis of this perspective, I would like to thank your team for the way that they have handled the implementation and for the success that they have achieved.
We were impressed by how quickly the team were able to understand the complexity of our terminal operations. The approach taken to identify improvement potential was novel and peruasive. The concentration of time spent out on the dock with our terminal operators and supervisors meant that conclusions were valid and proposals for change were reliable.
The implementation phase was characterised by the hands-on collaboration with our staff, management and above all those seconded to the team. A very positive and open environment was created which enabled us to deal with potentially difficult changes to job activities, work patterns, rosters, shift structures and management styles. We were able to realise major improvements in labour and equipment utilisation as well as improvements to terminal management and service levels and importantly ahieve the financial savings that were targeted.
The tools provided for forecasting, planning and measuring demand and performance have left us better placed to manage the future requirements of the business. We look forward to developing this process during the perpetuation phase in Immingham. I also look forward to continuing our relationship with Cannizaro in other areas of our businness.”

Peder Gellert Pedersen
Executice Vice-President

DHL

“Production logistics in the automotive industry is one of the hardest and most extensive disciplines of the logistics industry.
A world with changing and challenging environments which needs to be managed by essential KPI’s. In a reasonable time, together with your professional staff, we reached a level to improve the control of our production and service to our customer.
On the inbound receiving process, time windows are in place and tools to analyse and control are working.
Thanks to the professional manner in which Anthonio and Delia conducted their analysis and implemented the system to our people of all levels, we have full confidence that this will lead to improved services and better business results. “

Mario Schools
Director Gerente
DHL- Danzas Automotive S.L.

Dubai Electricity and Water 1

“We have reached the conclusion of your 24 week project within the Customer Services Division and I am writing to thank your team for their hard work and success that they have delivered.
Using the most clear measure of achivement, our current savings rate us above AED 40 million per annum. This is more than 100% ahead of the objective. It also represents a 700% return on investment for DEWA. This has been achieved by reducing the number of staff positions required by 137 full time people. This has meant that we no longer need to recruit for those positions in what has become a very tight labour market. In addition our direct work-force is now able to deliver 25% more per day in terms of measurable work and services provided. In our business this is equivalent to the work of more than 400 people. This has ensured that we can meet the demands of an expanding customer base at a higher level of service and lower level of cost.
The means that have been used to implement these changes are worth noting. The management tools that have been developed for ‘Master Scheduling’ demand, workloads and resources have provided a fundamental change in the way we plan long term. Allied to effective weekly and daily planning and assignment of work, this has been the foundation of the improvements made. The more active style of management encouraged by the review meeting structure has built upon this foundation to drive down inefficiencies and implement operational improvements.
None of this would have been possible without the full involvement and support of out management team and of staff at all levels. This you have managed to organise on a very positive note. The training programme that has been implemented has helped this process and 235 of our supervisors and managers have been able to improve thier skills and effectiveness as a result.
Your team have continued to work well with the DEWA culture while still being able to engineer the consensus which is necessary for change. I’m sure that they will be able to continue their success in the upcoming DEWA project. I would recommend their services to any organisation interested in realising tangible and lasting improvements. “

Rashid Humaidan
Executive Vice-President – Customer Service

Dubai Electricity and Water 2

“We are now reaching the conclusion of your six-month productivity improvement project within Transmission and Distribution. At this point, we are able to clearly evaluate the impact, benefits and level of success of the project. I am pleased to say that the stated objectives of your assignment have been met and the main highlights are as below;

• Service, Productivity and Cost Control has improved.
• Financial improvements by the end of 26 weeks are above the targeted savings.
• The Schedule has been adhered to and the project is completed in time.

Thirty-three discreet units within our division have been through the productivity improvement process and have adopted a common Management Methodology. This process has enabled them to improve direct productivity in the field, improve spans of control and reduce their manpower requirements for the future. The implementation of enhanced processes and management tools, combined with the training of our concern supervisors and managers have provided the foundation for these results. We shall strive to ensure the long-term continuance of the improvement process.
Apart from these measurable changes, we agree to the fact that it had paved a way for a more rigorous, active, people orientated and successful style of management, which I believe shall be a platform for future growth of our business and service capability.
Your team have fitted in well with the DEWA culture and have worked in close coordination with our Staff. I wish them all the best and would be happy to recommend your services to other interested parties. “

Hussein E. I. Lootah.
Executive Vice-President – Transmission and Distribution

Dubai Electricity and Water 3

“This is to certify that Dubai Electricity and Water Authoirty (DEWA) had awarded contract No. CN/0108/2010 to M/s Cannizaro Management Consultancy for providing consultancy services for Productivity Improvement Programme in DEWA’s Generation Division (GD) during the period April 2010 to April 2011.
The scope of the programme covered Mechanical, Electrical, Instrumentation & Control Maintenance and Administration (including Fire and Security) departments which provide services to the six different power generation and water production stations of the GD.
M/s Cannizaro developed and installed necessary system tools utilizing Microsoft Project and Maximo for effective planning, work assignement, coordination and follow up to ensure effective overall planning and execution of activities. This also required extensive training and awareness sessions for all concerned staff in order to instill the required skills and productivity oriented culture.
We certify that the above project was executed satisfactorily in a professional manner and achieved the objectives outlined in our order placed with them.
This certificate is being issued at the request of M/s Cannizaro Management Consultancy for the limited purpose of using it as reference without any commitment whatsoever on the part of DEWA – GD or any of its employees.”

Nasser M. Lootah
Executive Vice President — G(P & W)

Energetics

“I would like to say how pleased I am that the short programme that we have just completed with Cannizaro has enabled us to exceed our final quarter sales targets by some distance.
Historically established practices and procedures and general attitudes within Energetics Design and Build operations were an impediment to efficiency and outstanding customer service.
Cannizaro’s initial study of structures, systems, processes and behaviours gave us both deeper insight into the causes of problems and the confidence to task Cannizaro further with delivering a turnaround in performance within our critical National Sales and Design operations.
Within 12 weeks, Cannizaro has cleansed data, established agreed operating norms, removed backlogs, streamlined systems and processes and built a suite of reports that gives the relevant, timely and accurate information needed to plan, manage and follow up on our sales and design activities. Quotes are being issued more speedily and more accurately. Attitudes and behaviours have improved considerably with agreed targets driving continuous improvement in both individual and team performance.
Cannizaro have proved to be an excellent resource for breaking down and solving complex structural, process and managerial problems quickly and cost effectively. I would be very pleased to recommend your services to other interested parties. “

Ged Shannon
Managing Director – Design and Build

E.ON

“I would like to thank you and the Cannizaro team for the work carried out within our Data Management operations.
There is a great deal of complexity in data processing within the deregulated energy market and we had a need to improve performance and productivity within this area of our business quickly to meet future plans.
Despite this complexity, Cannizaro were able, within a very short time, to identify and quantify opportunities for improvement. We were also impressed with the professionalism of Cannizaro and the way in which you were able to build positive working relationships with our people, in circumstances which could have been confrontational.
Once again many thanks. I would certainly recommend Cannizaro to other organisations. “

Don Leiper
Director of Metering

Exel Logistics

“It is now eighteen months since we first took the decision to introduce Cannizaro to Exel Logistics’ UK business, Looking back over this period of intense effort we can see that the Cannizaro/Exel project team have engineered a fundamental and likely irreversible change in the way we operate our business. This has embraced the introduction of a comprehensible and universal Methodology for managing all operational elements of what is an extraordinary diverse business. More importantly, we have been able to change the way our managers view themselves, their responsibilities and their role in the business. As a result major changes in behaviour are under way, which as this builds, will lead to substantial improvements in managerial effectiveness.
As you know, the scope of the programme has been extensive within thirty major sites taken for the first phase of implementation and, to date, some two hundred locations have been through the process and are working with the new Methodology to reduce unit costs. At the moment we are able to evaluate significant productivity improvements (scoped at some £11 to £12 million on an annualised basis) with more to be achieved across all the sites.
The progress which we have made has never been easy, but the decision taken to engage Cannizaro has been thoroughly vindicated. The working relationship has been able to go to a step beyond professional, and I am pleased to say that we have been able to go beyond that. The Cannizaro and Exel staff working on the programme have forged an outstanding team spirit and the experience, whilst demanding, has been both beneficial and enjoyable for all those involved.
I look forward to the continuing relationship with Cannizaro during the Perpetuation Phase and with other activities which we have under consideration. I wish you and the rest of the team well for the future. “

Richard Hunt
Chief Operations Officer

Exel 2

“I wanted to write to you to express my appreciation for the work carried out by Cannizaro within Exel Logistics over the past 18 months.
Whilst, from my previous experience of working with you, I was confident that the process would be robust and deliver an effective result, I was nevertheless mindful of the particular challenge inherent in bringing about rapid change in an organisation with such a strong cultural heritage.
This said, the programme was essential and once again your team demonstrated the highest level of professionalism throughout their time with us. In such a large decentralised business, getting the “buy-in” of so many people is a major issue but I appreciate the way in which you, working with our internal support team, were able to do this.
Looking back on the programme, I recognise that, not only was it essential, but that it also exceeded my expectations in acting as the foundation for our continuing operations methodology. As you know, there is now substantial buy-in to this methodology which is delivering very good and ever-improving results across our entire operations.
Just as I said once before, I would have no hesitation in using your services again, or indeed in recommending them to other potential users.
At the start of the programme you set extremely challenging savings goals. I believe that we are now well on the way to delivering against them and I am more than pleased with the results to date.
One other aspect of the programme which I would also like to commend was the training and on-job support. These were shown to be highly professional and beneficial.
On a more personal note, I would like to thank you again for your commitment to our success and also your team for their willingness to accommodate the vagaries and difficult hours of our industry.”

Terry Stockley
Chief Executive

Exel 3

“During the last few weeks we have, as you know, completed the “Sign Off” meetings at Manresa, Alicante and Tenerife. This completes the round of sites where the Operations Management Methodology has been implemented and enables us to evaluate the results of the programme as it draws to a close.
The first point I would like to emphasise is that the system tools developed and installed for controlling warehousing operations have proved to be very strong in their thoroughness and attention to detail. More significantly, however, they have also been shown to be simple to use and have won widespread support amongst our first line managers. The additional control this has given us in terms of labour efficiencies and service delivery has been very significant. On a broader scale our ability now to analyse direct and indirect unit costs per contract will be valuable in planning our future activities.
It is interesting now to look back at the development of the programme leading to its successful conclusion. We are both familiar with difficulties which we have encountered on the way but I am pleased to say that these have not prevented us from achieving our objectives. The encouraging point is that in managing this process Cannizaro have been open and frank in recognising problems and have been responsive in dealing with them. The end result is that our interests as a client have been looked after with professionalism and integrity.
Looking forward we are confident that ongoing productivity improvements of 20% will be maintained and that the projected annual savings will be realised. We look forward to the perpetuation phase of the programme and would like to wish the Cannizaro team well for the future.”

Gonzalo Sanz Fernandez
Director General – Consejero Delegado

Exel 4

“During the last fourteen weeks Cannizaro have been conducting a project at our Oak Road site. As your direct involvement is now drawing to a close, I thought it appropriate to write to you to express my appreciation for the work that has been carried out.
The project focused on the introduction of the Exel Operations Management Methodology into our Dublin based contracts. This ensures Exel Walsh Western benefits from the same methodology developed and rolled out by Cannizaro in the UK, French and Spanish operations.
The scope of the project was multi-faceted: to analyse the existing management systems, assess the strengths and weaknesses of the operational structure, develop and introduce a comprehensive resource planning model together with management control systems. The programme was supported by training workshops designed to enhance the change management process. In addition, to ensure perpetuation and continuous improvement, a team of Exel Walsh Western specialists was developed to roll out the methodology to the remaining contracts.
I am pleased to say that the methodology has been successfully developed and installed in the two agreed contracts. The benefits of this include the ability to a) plan our resources effectively within the constraints of the budget, b) target performance throughout the different areas of the operation and c) communicate effectively and identify the impact of operational problems in terms of lost productivity and performance. This has resulted with significant savings being identified. Furthermore, our managers have changed the way they view their roles and particular responsibilities within the operation.
Looking forward, I am confident of continued improvement at Dublin and the successful implementation of the methodology throughout our facilities in Ireland. May I wish the Cannizaro team well for the future.”

Frank McCarthy
Managing Director, Exel Walsh Western

Forte

“At the conclusion of the outline study, the brief which Cannizaro commenced work upon was clear and specific with regard to objectives, activities, timescales and costs. I’m pleased to say that these criteria have been met in full and that the manner in which your people have worked has been a good mix of creativity, pragmatism and professionalism.

The system itself we see as a most valuable tool in enabling us to maximise the commercial potential of our Little Chef restaurants and ensuring that customer service and staff productivity are seen by our managers as complementary sides of one coin, not competing priorities. We are confident that the system enables us to invest labour hours in a disciplined, productive and measurable way to the benefit of our customers and our long term growth.”

Peter D. Smith
Managing Director
Roadside Restaurants

Forth Ports 1

“It is almost a year now since we started working with Cannizaro in the Port of Tilbury. Having completed two programmes during that time I would like to express my appreciation for the efforts made by your team and for the results they have delivered alongside our team.
While the programmes undertaken have been very different in terms of operational requirements the outcomes have been very consistent. Whether working in a dedicated Paper Handling terminal, in RoRo activities or with the widely varied cargoes of our Conventional department, the team have made major improvements in four key areas.
First and most obvious have been the changes to processes and to management tools that have enabled efficiency and productivity improvements to be implemented. The forecasting, resource planning and reporting tools have made effective use of a variety of IT platforms to give managers clear and accurate information.
The second area of involvement has been the training and coaching of all levels of management and supervision that has led to recognisable changes in mentality and behaviour. We have not only talked about an active and results orientated management style, we have also seen it delivered.
Service to our clients is critical to the success of our business and we have been impressed by Cannizaro’s ability to understand those clients’ needs and to structure the programmes to meet them. Improvements in our understanding and measurement of operational issues and their causes have enabled a more productive dialogue with our partners that has supported change on a mutually beneficial basis. In many ways this third area of impact has been the most valuable.
Finally it is worth recognising that each programme started out with clear objectives for performance improvement, financial gain and return on investment. These were the prime reasons for carrying out the work, making the decision to engage Cannizaro a commercially sensible one. The original projections were demanding but have been delivered in full.
We will continue to work with Cannizaro on other assignments within our business as appropriate. The team gets things done and they have created a positive environment wherever they have worked. I wish you all the best for the future. “

Perry Glading
Chief Operating Officer
Forth Ports Limited

Forth Ports 2

“Having been informed of the quality of the work that you and the team at Cannizaro completed at the Port of Tilbury in London Container Terminal, I was very interested in understanding what level of review and recommendations you and your team could deliver at the Port of Grangemouth.
Now the work has been completed over a 6 month period, and the Port is going through the implementation of your recommendations, I am pleased to confirm that the Port of Grangemouth management team as well as myself and the directors of the Forth Ports Group fully recognise the benefits that Cannizaro have brought to our operational thinking and day to day management of the Port.
As a multi-discipline Port, which has significant interactions across its commodity groupings, Cannizaro were able to fully analyse significant amounts of data, provide a set of management tools that assist with the day to day running of the Port and also provide assistance with the strategic direction of our operation, in particular in regard to operational manning and operational/engineering efficiencies.
The output of your work has assisted in many areas and covered discussions with employees, customers and suppliers. As a result of the high quality of the work undertaken the output has been easily understood and acted upon by parties outside the Forth Ports organisation.
Through good cooperation with your team, the analytical and strategic skills shown by the consultants, and through the commitment of the management team at the Port of Grangemouth we now have a clear strategy for both the operations and engineering teams at the Port. We continue with the implementation of the agreed changes and I very much look forward to seeing you in the near future as we start post implementation audits later in 2015. Please pass on my thanks to all of the team involved with the Port of Grangemouth study. “

Stuart Wallace
Divisional Director – Scottish Operation

Franpin

“I would like to express my satisfaction on the analysis and project-work done by Cannizaro. The work performed has considerably helped us in the development of the new commercial structure and the appropriate strategy, and will surely serve us as base for the future.
Regarding the projected savings, we think the Cannizaro fees represent a very rentable investment. Your team of professional consultants has worked with full integrity and has developed an excellent relationships with our management.
I would not hesitate in recommending your services to other organisations that wish to improve their performances.”

Jean-Paul Pages
President

Gas Networks Ireland

“I would very much like to thank you and the Cannizaro team for the excellent work that you have recently completed for GNI Asset Operations.
The 12 week programme has delivered the accurate base data and fully integrated Management Control System that we required to further improve performance and reduce costs whilst ensuring the continued integrity of our assets. We are already seeing significant improvements in productivity and performance as a result of the programme with much more to come.
Our Maximo software is now much better aligned, with assets giving far greater visibility of costs. Better planning and forecasting is enabling the accurate matching of current and future workloads against available resources, which together with on-going improvements in areas such as route planning and PDA compliance is greatly reducing non-productive hours in the delivery of our work. Further improvements to processes, practices and data quality have been identified and are being realised through the detailed action plans created.
However, I must say, that perhaps I am most pleased by the positive relationship that Alastair and the team have built within GNI, especially with our front line teams. The empathetic approach shown and the buy-in created through demonstrating a clear understanding of the day to day practical issues that they face and the solutions available has been a major factor in the success of the programme.
I would be very happy to recommend Cannizaro. They have proved their ability within GNI to carry the people with them and to just get things done. “

James Burchill
Head of Asset Operations

Halliburton Brown & Root

“Their primary focus has been in the Street Cleansing area where the methodologies employed have provided the keystone for a full departmental re-organisation. This has resulted in the transformation of the service delivery to our clients and provided a step change in the manageability & productivity of the department. Visibility of cost and revenue has been improved significantly and the cost base itself has been driven down.

Cannizaro have demonstrated a tenacious approach to this task and have broken down some hitherto impenetrable barriers. In doing so they have won over the management team and provided for a fundamental change of attitude and approach to the way the service is delivered in this area. As a result both the financial and qualitative performance figures now exceed any preconceived expectations that we had for this department. To quantify this we are happy to state that there has been a tangible and measurable 12% improvement in our qualitative performance figures, which has a direct correlation on our revenue.

For any labour and transport driven business we would be delighted to recommend the practices and systems employed by Cannizaro.”

Hunting

“Cannizaro approached Hunting Contract Services on a speculative basis offering to reduce our manpower costs dramatically. As an employer of 1,500 plus people at various sites around the UK, working for MoD in a very competitive market, we felt that we were already as lean and tightly controlled as we could be. Our relatively short-term contracts (three to five years) meant that every re-competition fine tuned the costs each time. Other factors such as MoD engineering practices meant that there was limited scope for innovative improvements. We were sceptical!
Nevertheless, Cannizaro’s offer of a ‘no savings, no fee’ review at one of our main sites was an easy decision to make. We did not expect any fee. To our amazement, the initial snapshot of our working practices showed there could be substantial savings – sufficient to employ Cannizaro on a twenty-four week extended survey to effect those savings.
The introduction of measurement systems previously disregarded (MoD work) plus the training of supervisors and managers in commercial realities, accepting change and altering ingrained attitudes, has produced a 10% saving in manpower costs inside the four months. There is more to come as HCS continues to check, monitor and measure every detail of our operations.
Cannizaro has proved and met the target set in the timescale indicated. Obviously, redundancy in a manpower business is inevitable but HCS management has handled that with care and full consultation with the workforce. The changes have gone through remarkably smoothly.
Cannizaro are highly recommended.”

R McLuckie
Managing Director

Interserve

I am writing to thank you for the excellent results achieved by the Cannizaro team in improving productivity and service levels within our facilities management contract with the Metropolitan Police.

In just 24 weeks, jobs completed per man day have increased by more than 50%.

This has delivered over £2m per annum in measurable bottom line savings while simultaneously improving quality and service.

We have been very impressed with the whole Cannizaro approach. The fast and accurate picture of the real problems impeding performance came from your initial three week review. The pragmatic solutions and management tools developed and implemented during the programme eliminated those problems. We were especially pleased with the ability of the Cannizaro team to work within our organisation at all levels. In particular more than 60 supervisors now have the tools, training and motivation to ensure continuous improvement of the contract’s performance and profitability.

The programme has been delivered on time for the fixed cost agreed at the outset and has achieved a return on investment of more than 4:1

We were looking for a partner who, whilst aware of the bigger picture, would be able to find and address the devil in the detail. This has been particularly relevant in helping us implement major IT changes during the programme. I am very pleased to say that in Cannizaro we have found the right partner and we look forward to working with you on further projects that we have planned.

I would recommend Cannizaro without hesitation to other interested parties.

Mark Graveney
Chief Operating Officer

Leaf

“As we draw to the close of the main phase of your work with us I wish to thank you, on behalf of John Hannon, Sean O’Keeffe and our production management and supervision, for the manner in which you have tackled this project and for the results which have ensued.
Although the project changed direction somewhat to the original intention I am satisfied that you have provided a highly constructive combination of analytical skills, operational knowledge and practical common sense which has helped us to shape our operational activities in a much improved fashion and to help prepare ourselves for a more demanding future.
Much remains to be done but I am confident that when you make your return visits you will see clear evidence that the excellent work begun under your coaching is being carried forward effectively.”

Charles Sproat
Managing Director

London Container Terminal

“I have just finished reviewing progress with LCT’s senior management team, based on your most recent Audit findings, which were very positive, clearly demonstrating that the work you had carried out with us, is now very much embedded in the way we do our business.
At the time you commenced your work at LCT, we were faced with significant operational and financial challenges, driven in the main by a significant loss of business.
This loss of business required a thorough evaluation of the way we carry out the terminals operations whilst ensuring that key measurements were put in place, which on a sustainable basis, would improve our service levels and cost knowledge of each part of that operation we carried out.
The results have shown, a much improved service reliability to our customers which is important in customer retention and organic growth, stakeholders have benefitted from these changes, such as UK Road Hauliers, who positively promote LCT for its quick Truck turnaround.
Equally our operational performance, places us in a good position to take on additional volume without requiring a material uplift in our cost base, which is important in an ever competitive market place.
We are very pleased with the significant input into LCT, that you and your management team have provided, the challenge from the outset was sizeable, one that your team have more than met and delivered upon.
Please pass on my thanks to all your team involved at LCT. “

Perry Glading
Chief Operating Officer
Forth Ports Limited

Lombard Tricity

“Since our initial project two years ago we have recruited a number of new managers and the work of your team has helped them, in particular, to understand the importance of sound productivity management.

The additional level of control will enable us to realise further financial benefits whilst protecting our customer service levels and strengthening management decision making processes across all operations departments.

In short, I believe this whole project has been very successful.”

Mike Crawshaw
Operations Director

May Gurney

“Last year, following our inital discussions and consultation with some of your previous clients, we commisioned Cannizaro to undertake a study to determine the opportunities might exist to improve service levels and reduce costs wthin one of our major utilities contracts.
We were pleased with the results and went ahead with the proposed implementation programme to realise the potential identified.
The programme has now been completed, on time, and I am very happy to say that we have seen a significant improvement in our service levels and substantial reductions in costs. This has been favourably noted by our client.
Of particularly benefit has been the increased visibilty and control and improved decision making at the front line operational level. This has been achieved through the development of very effective management tools and information systems together with highly focused and relevant training. I am pleased to say that we have been able to identify and address areas of sub-optimal performance that, in many cases, were not previously apparent.
I would like to thank you and the rest of the Cannizaro team for a job well done and wish you the best of luck for the future – as you know, we have commissioned Cannizaro to carry out a further similar project within one of our highways contracts and there may be well be more to come. “

Ian Findlater
Managing Director Specialist Businesses

Morris & Spottiswood

“I have to say that I and my colleagues are delighted with the work carried out by Richard and his team.
The programme implemented within the Morris & Spottiswood Maintenance Division has identified impressive cost savings and has also helped us achieve so much more in terms of our management approach and focus.
We now have the clear processes, information and tools to realise the growth plans that we have for the business and we are now using the software platforms that we have invested in to their full potential. Administrative processes have been successfully automated and customer service and cash flow have been greatly improved. We are able to drive productivity in the field in real time and we now have a much better platform to make both operational and strategic decisions.
Probably the most challenging part of the programme, however, has been to engage with a workforce that needed to change long established practices, attitudes and behaviours. This has been achieved with great success and with enthusiastic participation. Even at a senior level, the project training workshops have helped us re-focus on some of the disciplines required to drive the business forward.
Many thanks indeed for an excellent programme. I would not hesitate to recommend Cannizaro’s services. “

John Murphy
Operations Director

Norfolk County Council

“I would very much like to thank you and the Cannizaro team for the excellent work carried out in transforming structure, processed and practices with Norfolk County Council’s Audit Education Service.
Following continued reductions in funding, the department had been facing a severe budget deficit which urgently needed to be addressed in order to successfully continue its service to Norfolk’s communities and to be able to meet the shift toards vocational skills teaching required by the Learning and Skils Council.
Cannizaro’s first stage root and branch review of the department quickly identified the opportunities available not just to reduce overheads and operating costs but to restructure our whole way of working, bringing greater efficieny throughout the department and much improved management visibility and control together with a shifty of resources from back office to front line customer service.
Clear plans to achieve the identified improvements were developed and agreed together with the departmental staff and then implemented by a joint Norfolk County Council and Cannizaro team. We were extremely pleased with Cannizaro’s empathetic approach in what were difficult circumstances and very impressed with the extraordinary results achieved – a cost reduction of 12.5% together with many innovations and improvements, such as the move to call centre based course bookings, in the way that the service is delivered.
The programmed was completed in just six months, has delivered an ROI of 3:1 and we have seen that the improvements are not only being sustained but indeed are being developed further by our own staff utilising skills and experience gained during the project.”

Paul Carter
Head of Efficiency

Northern Gas Networks

“I would very much like to thank you and the Cannizaro team for the excellent results achieved in reducing costs and improving performance within Northern Gas Networks’ Maintenance Operations.
In just 17 weeks you have designed and implemented a new planning methodology that has delivered a 25% reduction in our annual direct costs. This has involved the development of data to give an accurate picture of workloads together with the structure, systems, processes and tools needed to achieve significantly higher levels of productivity in carrying them out.
We have been impressed by Cannizaro’s hands on approach and great attention to detail. Programme benefits both operational and financial were clearly defined at the start and a timetable set for their achievement. Weekly progress meetings ensured that they were delivered on schedule. The team developed a close working relationship with our managers and staff alike involving them in the analysis of problems and design of solutions from the outset. This enabled the few obstacles to progress encountered to be swiftly resolved. The training and workshops within the programme have been first class, directly relevant and have helped considerably in improving teamwork and motivation.
Having employed Cannizaro within a previous organisation, I was confident that you would deliver the results that we required. I am pleased to say that I have not been disappointed and would be very happy to recommend your services to other parties. “

Mark Horsley
Chief Executive Officer

Northern Powergrid

“I was approached by Cannizaro on a speculative basis offering their services to reduce our industrial manpower cost base through increased utilisation and improved productivity.
The Distribution arm of Northem Electric employs in excess of 1500 people and operates within a heavily regulated sector.
A step change was required in one part of our operation and Cannizaro were assigned to deliver both work measurement system and re-engineering of the management system to support the activity.
Cannizaro were set both financial and physical targets at the beginning of the assignment and have achieved both.
Their working relationship within the organisation has also been excellent. “

Mark Horsley
Managing Director
Northern Utilities

Parcelforce Worldwide

“I am writing to thank you for the excellent work carried out within Parcelforce Worldwide by Cannizaro.
Earlier this year we asked you to take a look at our end-to-end customer service operations with a view to defining, sustainability and performance against the then current standards.
Now that this work is complete, I am delighted to say that we have been given considerable insight into the true extenet and nature of the problems that we were impeding performance.
Within the areas studied, your work has helped significantly in the development of our change plans and we are now confident that we will be able to achieve the necessary improvements in performance together with a substantial reduction in our costs.
I wish you and your team well for the future and would be pleased to recommend your process diagnostics and analysis services to others.”

Vanessa Leeson
Managing Director

Peel Ports

“I would very much like to thank you and the team for the excellent project delivered by Cannizaro within our Medway forest products cargo operations.
The work has been thorough and professional. We now have greatly improved tools, systems and processes which together with your outstanding training programme and on the job follow up have delivered considerable improvements in performance and reductions in both lost time and costs with delivered savings ahead of the planned schedule.
Tonnes per man hour have been significantly increased within vessel operations and, of particular note, warehouse productivity has been increased by 24%. We can now manage much more accurately the alignment of resources to peaks and troughs in demand.
Buy-in and enthusiasm within our management and supervisory team has been very high and this has continued following Cannizaro’s departure with further improvements related to the project being followed up and developed internally.
I would be very pleased to recommend Cannizaro to other organisations. “

Gary Hodgson
Chief Operating Officer

P&O; Ferrymasters 1

“Now we have reached the conclusion of the Self Drive project I would like to formerly thank you and your team, particularly Richard Hackney and John Draper for the work undertaken on this project.
The measurement systems now in place are indicating that we will reach the targeted savings.
I would also like to say that the manner in which Richard and John concluded their analysis and implementation was commendable and all levels of our employees and management have commented on their professionalism.
As you are aware we are currentlty discussing a second project which I hope will be just as successful.”

John Bradshaw
Managing Director

P&O; Ferrymasters 2

” I would like to thank you and your team, whcih has produced real ongoing savings for the P&O; Ferrymasters operation. We have taken cost out of a number of areas of spend and created an improvement culture which I am sure can be sustained.
The systematic appraisals of our system and your team’s ability to take people with them were impressive. Positive change without conflict is never easy. I am impressed by the analytical skills of your team, work ethic and IT skills.
We are currently using the team on a separate project in Holland and would use them again if a suitable project presents itself.
I am pleased our on-going scepticism of consultants has been buried.”

Graham Dilley
Director

P&O; Ferrymasters 3

“This is just a few lines to express my thanks for the effort that John, Richard and David have put into the above project.
The skilled analysis and detail that Richard has put together has really been first class and we have been able to take advantage of the findings which look set to save us a considerable amount of money.
It was also impressive to note how the team inter-related with our people on a daily basis.
I am sure that should we need consultants in house again you will be the first port of call. “

M R Edwards
Director

P&O; 4

“I want to take this opportunity to thank you for having given to Milan office the possibility to join the Cannizaro project.
The system is now in place for over five months, and has heavily contributed to reduce both the empty & bobtail and the unit cost thanks to the Optimal Routing.
Cannizaro people have worked in a very professional manner during the eight week of their stay in Milan office.
The project was based on four specific periods, the Development, the Agreement, the Installation and the Follow up. All these four phases have been successfully completed by Cannizaro people in conjunction with Milan containers’ team, despite the eight weeks have been mainly concentrated during summer (holiday) period.
Relationship with Richard Hackney and Antonio Costa have been excellent ever and, at the same time, quite friendly.
I would be therefore very grateful if you could extend our best consideration to Cannizaro organization and take them our sincere regards. ”

Alessandro Pagani
General Manager P&O; Ferrymasters Italy

P&O; 5

“As part of improving our efficiency of our daily trucking operations, Cannizaro was invited to introduce some measurement and reporting tools.
We have been impressed with their enthusiasm and professional attitude towards creating the requested tools.
This company was not only swift in understanding our issues but also in suggesting the corrective steps.
Thanks to the daily operational and weekly meetings we have gained extra visibility in our operations resulting in cost savings across our business.
Furthermore this project did increase the cost awareness of our Management Team and has resulted in own initiatives regarding reporting tools and cost saving measurements based on the principles of Cannizaro project.”

Bart Verbeke

Royal Insurance

“Firstly, I have to say that I did not believe that following your time with us you would be able to demonstrate the full level of savings contained in your initial projections. As it turned out, you have been able to demonstrate potential savings some 10% higher.

As an added bonus the systems you have introduced are already leading to enhanced service levels and I have no doubt that these will continue to improve. The changes you have been responsible for in working practice and management behaviour are all the more credible when one takes into account the magnitude of cultural change involved for some of our people and the degree of resistance from the Union.

I am pleased that the decision we took in engaging Cannizaro has been vindicated and that we will be able to look back with pride at the results which we will have accomplished together.”

Malcolm McCamley
Managing Director

R J Reynolds

“I would like to place on record R.J.Reynolds appreciation for the work that Cannizaro completed in our plant in St.Petersburg.
Against a very difficult brief, you established a team of international and Russia personnel who were able to quickly and efficiently integrate into the management team. Their impact on our operating systems and efficiency has been significant and we are now experiencing new levels of output, reduced unit costs and higher machine efficiency. Your involvement into our internal management systems and communication methods has greatly improved our cost base and efficiency of operations, with a clear change in culture and attitude of the work force.
I would be pleased to recommend Cannizaro to other operating companies whether in Russia or other countries and share with them our experiences of operating with you.
Best wishes to you and your team. “

Nick Ringer
Vice President and General Manager
RJR in Russia and Baltics

Schlumberger

“The purpose of this letter is to feedback to you my feelings regarding the impact and benefits of the Cannizaro project, carried out over the period November 1998 to May 1999 at Maclean and Nuttall.
When we first met in October 1998 to discuss the project we agreed the perimeters of the work. I advised you that we knew there were areas in our Branches which were very poorly managed, that we did not measure their operational productivity very well or consistently (if at all) and that I was sure that you would find areas of poor Management which could be improved significantly. One major concern you will recall was that it would be extremely difficult to change the behaviours that resulted in the poor performance. The other major concern was that quality and safety should not suffer – we wanted this to improve.
You commenced the project in the Northern Region and following successful indicators here we continued the role out in our Southern Region and Scotland.
The consulting undertaken by the team to improve Branch productivity and provide indicators was quite excellent. The effect of implementation in the Northern Region led to increases in productivity demonstrated by completed job performance in excess of 30%. Transferred to an annualised saving this represented a R.O.I. of 4.36. Obviously the actual savings will only be sustained if the system is itself sustained.
The implementation of the system brought significant challenges to the organisation in terms of the attitude changes required to ensure the resulting behavioural changes particularly amongst Middle Management. A learning experience I feel is to ensure the full understanding of the project goals is communicated across the whole Organisation. The ‘Goals Roll down Programme’ should therefore cover all employees including support Departments. This is important to ensure that effort is focussed on supporting the result and poor understandings do not occur. If, as in the case of Maclean and Nuttall, there is a Parent Company providing services, relevant decision-makers and service providers within the Parent Company must be also be included in the communication.
The concern about quality and safety was accommodated by the team with measurements incorporated into the system to ensure that these areas are also included and can be clearly monitored. ”

Gary Parker
Business Process Manager

Screwfix

“Following the completion of Cannizaro’s assignment at our Trentham Lakes National Distribution Centre, I would like to thank your team for the success that they have achieved.
When we first met at the beginning of October I gave you a clear picture of the challenges facing the NDC. We had recently opened a state of the art facility with a demanding ‘ramp-up’ programme of throughput, service and productivity already in progress. What attracted me about your suggested apporoach at the time was the practical focus. The dimension of speed was also important.
Looking back on the project I can see that this is what we got. The timetables you laid out for actions and results were adhered to. The actions themselves were pragmatic, straightforward and effective. The extensive time spent on the floor with front-line supervision and staff was instrumental in driving direct productivity. It also highlighted and quantified a variety of process related problems which we were then able to rectify. In a short space of time a significant and valuable impetus was given to our efforts. The key to this was your team’s ability to work well with our people at a time when everybody was under considerable pressure.
I am satisfied that Screwfix got very good value for the time and money invested in the programme. I wouldn’t hesitate to use Cannizaro again should the need arise. “

Colin McCarthy
Operations Director

SIG Plc 1

“I would like to express my appreciation for the work carried out by you and your team for SIG plc.
In the summer of 2011, we asked Cannizaro to help us take efficiency improvement a step further within our major UK operating division, SIG Distribution. This division employs 2,000 people and operates across seventy branches. Having already been the subject of a substantial rationalisation programme, we knew that realising further improvements would be a difficult task but a necessary one given on-going market conditions. It would require not just systems and process changes but the winning of hearts and minds within a change weary environment.
Having assessed your methods and personnel during the initial three week review phase, SIG Distribution’s management team felt confident that the project plan proposed by Cannizaro would deliver significant improvements within the key areas of vehicle utilisation, warehouse management, administration and sales productivity together with the improvement and use of standardised management controls and practices across the branches.
As we enter the final phase of the project in the UK, I am delighted to say that expectations have been exceeded and the results achieved are making a considerable contribution to our performance and profitability. Your team have won both the liking and respect of our management and staff and have brought very noticeable changes to morale and motivation. Savings achieved to date are valued north of £ 6m per annum with more to come.
I wish you and your colleagues all the best for the future and I am hopeful that our pilot programme with you in Germany will help unlock further efficiencies there also in due course. “

Chris Davies
Group Chief Executive

SIG Plc 2

” I am writing to thank you and the Cannizaro team for your hard work and results achieved.
SIG Distribution with sales in excess of £700m per annum is the largest UK division of SIG plc. With challenging market conditions and weak demand in the UK construction industry, it was imperative for us to find further efficiencies in our operations whilst maintaining high service levels to our clients. I am pleased to say that the programme undertaken with Cannizaro has laid the foundations to achieving these goals.
The detailed analysis into our fleet operations of more than 500 commercial vehicles produced some very persuasive arguments for rationalisation which when trialled proved to be correct. This has generated significant savings in itself but when added to improvements achieved in warehouse management, administration and the productivity of our sales teams the results have made a significant difference to our profitability. To date, savings can be measured in excess of £6m per annum and these will increase further upon final completion of the programme. 260 managers and supervisors have been through your training sessions and now use the redesigned management control data and tools with confidence. The resulting improvements in their real time decision making and effectiveness has been a significant feature of the programme. More opportunities are being pursued and realised and we are now using the full potential of Salesforce in managing our sales activities.
I look forward to working with you on further projects that we have planned and would highly recommend your services to others who may be interested in working with you. “

Rob Barclay
UK Managing Director
SIG Plc

Smurfit Kappa

“Following our meeting of the 17th June and the conclusion of the program Smurfit Ibersac I have some observations which I would like to make concerning Cannizaro’s work

• The Outline Study which you conducted demonstrated the need for the change with the business. The need was not appreciated at a number of levels within our business at that time. As of today there has been a complete turnaround. The need for change has been embraced and an ambitious program of productivity improvement and capacity rationalisation has been put in motion.
• The management control tools developed by Cannizaro during the program have proved valuable in enabling the front line management to plan resources effectively, to identify operative problems and do take corrective action.
• The focus placed on the human rather than the technical aspects of our business has sharpened the attention paid to the performance of individuals and teams within our organisation. Actions have been initiated which we are now carrying on which will have a long term influence on efficiency, cost and effectiveness.

Cannizaro has had the advertised catalytic effect on the business with a very positive balance of benefir to cost.
I wish you and your team well for the future.”

Peter Buckley
Managing Director

St. Vincents Hospital Dublin

“I thought it would be appropriate for me to write formally to you to express my views in relation to the work carried out by your company on behalf of St. Vincent’s Hospital.
I should say the process which we embarked on has not been a easy one. As you are aware there have been many painful moments in trying to achieve what we set out to do and I have no doubt there is a considerable amount of pain to come as we move full implementation and hand-over from your company to our hospital’s staff. However, I feel results are already evident in many areas, including substantially reducing the valuable time lost in our operating theatres by developing the management capabilities of our people to identify problems and deal with them.
The development of our operating theatre system has placed us in a position to maximise the facilties, not only in the theatre itself, but in many other service related areas of the hospital. I do feel the work carried out to date in the theatre complex has brought managers from all areas in the hospital together and has aided in improving understanding, communication and co-operation between all concerned.
I am pleased we decided to employ your company and implement the proposed programme worked out with you and I am grateful for your assistance. I am particularly satisfied that your company has left us with a system which is ‘owned” by the staff in the theatre area. I think the difference between your company and many management companies, as you put it, has been the fact that your staff have been with the hospital, not just in the planning but in the implementation and monitoring stage of the change management exercise. I can not tell you what a difference it makes to get a company who advises you but also is there to implement and monitor the changes.
I look forward hopefully to continuing our relationship into other areas and wish your all the best woth your work in other fields. I should take this opportunity of particularly thanking the project leader and various other members of your staff who have demonstrated the height of professionalism in what I could only consider very very difficult circumstances.”

Nicholas C. Jermyn
Chief Executive Officer

St Vincents 2

“I would like to take this opportunity of writing to you with my thoughts in the closing stages of the programme your company is helping us undertake in the X-Ray department.
During the first programme undertaken in the Theatre when we first suggested the idea of carrying out a smilar study in X-Ray, there was a great deal of resistance in the department. Once this was overcome, the programme moved into gear.
Since then, we have been able to design and implement a scheduling system which allows us to provide a better service to the patients who are currently in hospital (by trying to ensure rapid reporting on procedures and thus providing clinicians with result more speedily), as well as to those coming from outside. Improved scheduling has also meant that we can avail of additional time slots, when required to service special demands or special catchment groups.
The programme itself and the work our staff have carried our with your help, have had its effect in other parts of the hospital outside the X-Ray department. In fact, ward sisters have commented on the benefit they have gained by having more precise details of patient booking times. This will help improve bed utilisation and reduce current costs per patient.
During the course of the programme, we saw many changes which involved considerable reorganisation of work practices etc. within and outside the X-Ray department.
I was particularly impressed with your company’s staff approach concerning the sensitivity and need for flexibility in solving difficult interpersonal relationship matters while ensuring our objectives were met within the agreed time frames.
I wish you succes in your endeavours and thank you for the assistance during the last two programmes. I look forward to meeting with you and your team during the follow-up part of our programmes, and perhaps having the chance to continue our relationship in the future.”

Nicholas C Jermyn
Chief Executive Officer

Tesco

“Maintenance One Services Limited working on behalf of Tesco Stores Limited engaged Cannizaro to conduct a review of our business that would give us further ideas as to how to continue to improve our performance.
Although there were some scepticism within our business as to the chances of success, we were actually quite surprised at the levels and scope of the improved potential identified.
We are now, with Cannizaro’s input, in the process of planning and implementing an improvement programme. I confidently expect to see significant beneficial changes to both our operating costs and service delivery levels and would, therefore, recommend Cannizaro’s services to other interested parties.”

Colin Harrison
Managing Director – Tesco Maintenance One

Thames Water 1

“I would very much like to thank your team for the excellent work carried out jointly with our Management Team in addressing our field operations. The results have met our expectations with a return on investment greater than first forecast and continuing to grow.
Of considerable benefit is the increased visibility and control that we now have, not only internally but also with our subcontractors, enabling us to better manage costs and performance and the renegotiation of contracts.
In addition to the improvement in the measurable elements of our performance, you have also helped us to successfully addres a number of cultural issues with our own staff and our contractors.
Our particular area of operation with Thames Water was considered by all involved to be a ‘particularly difficult nut to crack’. Therefore based on the results to date, I would be happy to recommend your serivces to other organisations operating in similar environments.
Once again, thank you. “

John Gilbert
Operations Manager

Thames Water 2

“The end of the project has arrived and I am pleased to find that the promise that you made, regarding the problems identified by your inital analysis, have been carried out. I am pleased to see that we have seen encouraging improvements over and above the results you predicted regarding productivity.
In difficult surroundings especially with the geography of the area concerned, your team has worked well with our Managers and Team Leaders in starting the cultural changes required. The system put in place allows the entire management team to get an accurate picture of where all the Lost Time issues are in the field, giving them the tools to address all of the issues. The performance has great potential to improve still further as the longer term issues are being highlighted and addressed using the inforamtion provided by the system.
I would like to thank you and your colleagues for a job well done and would be happy to recommend your services to other who are interested in what you can achieve for them.
I wish you all the best for the future.”

Richard Franklin
Field Operations Manager

The Consortium

“It is nearly a year since we first spoke of Cannizaro being involved in our attempts to improve our planning and forecasting capability and five months since the completion of the first phase of the project.
I thought it appropriate to write and let you have my views regarding how things have gone and the extent to which my Company has benefited from our involvement with your Consultancy.
There was, I must admit, a good deal of scepticism amongst my colleagues at the outset, so it is especially pleasing to record that the Cannizaro methodology is fundamental to a number of important systems within our organisation, even including the calculation of performance bonuses.
The great thing has been the extent to which we have been able to implement and carry forward the process based on our own knowledge and understanding of the methodology. This, to my mind, differentiates the approach of your Consultancy from that of others we have experienced or considered. The transfer of knowledge was not only great but it occurred during, rather than after, the period your personnel were on our premises. The manuals and processes are very much the product of our own efforts as facilitated by the Cannizaro team and have, therefore, a greater pertinence and long term relevance to our Company.
I am confident that we will continue to improve our performance as a result of what we have achieved so far and as we refine and improve our use of the planning and forecasting tool that we have produced together.
Thank you for a job well done.”

Jeffrey R GOULD
Managing Director

The Post Office

“I would like to thank you and your team for the excellent work carried out within TVL.
Your study quickly demonstrated to our managers the potential for further improvement within our operations.
The project structure including the development, agreement and installation of necessary changes to process and behaviours, was laid out in a clear and measurable way, demonstrating significant savings, and other improvements that could have been achieved had our client agreed to proceed.
I was also pleased with the way in which Cannizaro and Consignia staff worked together and I hope there may be future opportunities to do so again. In the meantime, I would be happy to recommend your services to any other parties working in the same environments. ”

Mena Rego
Director and General Manager
TV Licensing

Willmott Dixon

“Last year, our boards decided, that in an increasingly competitive marketplace, we would engage Cannizaro to see if they could help us to significantly further improve performance, productivity and profitability within our Inspace Partnerships Maintenance and Stock Reinvestment business.

Cannizaro’s short but intensive initial review of systems, processes and most importantly practices and behaviours within M&SR; revealed considerable scope for improvement. The quality and perceptiveness of the review, the professionalism of your team and the clear and unambiguous way in which the task ahead was laid out, meant we had little hesitation in proceeding into a programme with Cannizaro to deliver the improvement potential identified.
Six months later, I am delighted to say that the programme has been completed on schedule and has left M&SR; as not only a better managed and more efficient business but one that now offers customers and tenants alike a significantly improved service.
Cannizaro has provided us with the tools and skills required to effectively match resources to work flows and to better manage costs at the point of delivery. Early local level involvement in the development of solutions, combined with intensive on the job training, has transformed managerial and supervisory effectiveness and commitment. Lost time has been dramatically reduced and very significant cash savings have been realised. The annualised return on investment for the programme is expected to be in excess of 4:1
We will shortly commission Cannizaro to undertake a further review within the Willmott Dixon Group with full anticipation of another great success.
We are very happy with the results of the programme and would most definitely recommend your services to other interested parties.”

Andrew Telfer
Executive Director
Willmott Dixon Holdings Limited