Case Study: Powering Growth Through Operational Redesign
CCBCC was gearing up for aggressive growth—tripling company volume over five years through capital investment. But the service division—600+ people across 12 states—wasn’t ready to scale.
“As we increased equipment placements, it became clear our service organization couldn’t handle the demand,”
– Jim Moore, then-President, CCBCC
Challenge
How I Helped Coca-Cola Bottling Co. Consolidated (CCBCC) Scale Smarter, Save Millions and Strengthen Service
The Mission
CCBCC brought me in through a cross-company consulting agreement with The Coca-Cola Company. My mission was simple—but far from easy:
Field Service Optimization
400+ roles reassessed and aligned to a new performance standard
Rewrote job descriptions, clarified expectations, and partnered with HR for a people-centered rollout
Focused on leadership accountability and performance transparency
Call Center Refresh
Relocated to a more employee-friendly location
Upgraded tech and revamped training
Boosted morale, clarity, and responsiveness
Improved throughput & quality control
Reduced inventory waste
Freed up capital and space
$15M in cost savings over 3 years
$11M boost to cash flow by reducing capital outlay
Enabled 3X sales growth without compromising service
Service team later recognized as best-in-class by the parent company
Lead execution without disrupting service
Design a practical, scalable transformation plan
Assess the current operation
