From Delays to Delivery: A 30-Day Turnaround for Cabinet Installations in Texas

Background:

A leading U.S. kitchen and bath cabinet manufacturer engaged Crossover to assess and stabilize its field operations in Texas. The objective was to conduct a comprehensive evaluation of current conditions across multiple sites, develop a strategic action plan to address performance gaps and operational inefficiencies, and provide hands-on support to strengthen and streamline field service execution.

Critical Issues:

• Experienced significant installation delays across multiple sites in Texas.
• Installations frequently failed to meet general contractor standards, resulting in incomplete or unacceptable work.
• Faced the loss of both seasoned field service representatives and key customer contracts due to performance issues.

Approach:

Following the initial assessments, our Crossover team implemented both site-specific and company-wide interventions.  

Key Actions Include:

• Houston: Implemented a more accurate cabinet ordering system and managed cost-saving initiatives related to door replacements and adjustments.
• San Antonio: Optimized hardware transportation logistics and introduced a "complete install" approach to reduce return visits and improve efficiency.
• Deployed temporary field service personnel to address backlogs and ensure completion of high-priority installations.
• Developed and executed targeted improvement plans to drive operational efficiency and reduce waste across field operations.
• Provided consistent on-site support as a direct field contact to ensure real-time issue resolution and accountability.
• Coached and mentored field service managers to strengthen leadership capabilities and build long-term operational resilience.

Results:

• Prevented costly re-orders by implementing targeted salvage strategies for damaged or misfit units, preserving project budgets and timelines.
• Streamlined hardware delivery and installation processes to improve operational efficiency and reduce delays.
• Completed all required restorations on time, ensuring adherence to project deadlines and client expectations.
• Significantly improved installation accuracy and execution speed, minimizing rework and boosting team productivity.
• Elevated customer satisfaction through consistent, high-quality installations delivered on schedule and with precision.
• Our proven impact led to an expanded role, being re-engaged to support full North American operations.