Case Study: Achieving the top industry provider ranking by achieving and sustaining performance excellence in sales and service delivery
Professional Services – Service Delivery Transformation - $40 Billion Multinational Professional Services Company
March 31, 2020

Challenge

Introduce the principles and practices of Operational Excellence to ascend from 24th (out of the top 25) to become the #1 externally rated provider in market

  • Improve customer satisfaction (CSAT)
  • Grow margins through cost-to-serve reduction
  • Improve service level performance, setting at least 1 industry benchmark in each BPO business

 

Approach

“Transforming through Operational Excellence”

  • Understood current state capability and baselined performance
  • CO-designed Operational Excellence framework and strategy
  • Deployed process improvement squads to drive rapid, radical improvement
  • Deployed Process Management System to drive standard work and daily improvement

Results

$300M of margin improvement and #1 provider ranking in global market for 5 consecutive years”

  • Materially improved customer satisfaction (CSAT) scores and contract controllable income on every one of the 347 deals in the global portfolio
  • Set industry performance benchmarks in target KPIs (deal SLAs) within multiple business functions, globally and in several countries

Final Thoughts

Sustained results: Won Best Global Services and Best Business Transformation in the 2011 Outsourcing Excellence Awards.

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