Outline: the cop nay is facing a challenge in a very competitive market in respect to efficiencies within its operational environment, in particular the Sales Admin, Warehouse and Logistical areas, which has resulted in loss of orders. in addition, this has impacted significantly on our customer services levels, resulting in customers seeking more reliable suppliers. ROI: by focusing on the above, and implementation efforts of restructuring, reorganising and focusing on procedures and disciplines, we will achieve increased productivity, better controls, improved quality and reduced lead times. these are direct and measurable improvements that are sufficient to monitor. this contribution to the business will be quantified.