Case Studies

Process & organization design to improve service and reduce cost
Our client needed to dramatically improve customer service while cutting costs.
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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.
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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.
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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.
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