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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