Process & organization design to improve service and reduce cost
Our client needed to dramatically improve customer service while cutting costs.
Workforce strategy & operating model design
The organiza tion was failing customer expecta tions with poor service levels and poor appointment keeping. The cost-base was high with a fragmented approach to service providers, mul tiple IT systems that were not scalable and with poor functionality.
Operational performance improvement
Our client was losing money and failing to deliver profit improvements promised to shareholders. We were asked to help apply rapid corrective action to combat.
Creating a detailed operating model
The organization was headed for its regulatory review and wanted to ensure that it had a clear understanding of the optimum operating model.