The challenge

Addressing Coaching Deficiencies and Labor Utilization

A discount retailer operating 1,400 stores across the US faced a significant challenge at its Macon, GA distribution center. The team faced lower productivity and underutilization of their existing labor force.

While the team understood that effective coaching was critical for driving productivity, they knew they needed to improve. Despite their efforts, and with the implementation of redesigned operations, this led to challenges in maintaining productivity and fully utilizing existing labor.

These obstacles hindered the development of a strong performance culture, and the retailer sought solutions by contacting the Joshua Tree Group.

The solution

Developing a Comprehensive Performance Coaching Program

To address this large retailer's challenges, JTG implemented a strategy focused on enhancing productivity and fostering a strong performance culture. Our approach included.

  • Developing detailed labor standards to ensure efficiency and consistency across all operations.

  • Implementing lean process improvements to streamline and eliminate waste and enhance productivity throughout the distribution center.

  • Training the leadership team on performance coaching, equipping them with the skills needed to drive the performance culture forward.

  • Tailoring coaching forms for each department to support best practice sharing, effective communication between leaders and associates, and grade factoring. This enabled leaders to coach associates to success.


The team optimized the distribution center’s operations through these targeted initiatives and equipped leaders to sustain a high-performance culture and continuous improvement.

The results

Realizing Exceptional Results Through Coaching and Trust

Performance reviews fostered support from both managers and associates, establishing long-needed trust in the fairness and accuracy of the standards. This created a foundation of realistic expectations and strengthened the relationship between management and employees. The retailer realized the program’s benefits and sustained them over time.

Key outcomes included:

  • Managers and associates developed a mutual understanding and trust in performance standards, leading to a more cohesive work environment.

  • Collaboratively setting goals with employees led to higher levels of performance and a stronger connection between management and staff.

  • The leadership team learned to drive continuous improvement through key performance management routines, ensuring the program remained engaging and effective.

  • The facility sustained an engaging and effective program that continuously drove improvement and maintained high-performance levels.

More than the sum of its parts, this transformation shifted the entire organizational culture. The company exceeded its performance objectives by fostering trust and collaboration, setting clear goals, and committing to continuous improvement.