Our customer, a leader in the technology & communications industry, experienced ineffective workflow and inconsistencies in their supplier performance and engagement.
To enable efficiency and drive a better experience for our key stakeholders, our OPEX team engaged to improve our customer’s conditions.
Our OPEX teams optimised the VMS system to automate some of the manual processes.
By establishing a Quality Management & Escalation Management system they were able to enhance compliance and quality of requisition management.
To understand the user experience on every interaction with MSP and fix inefficient processes, we rolled out a real-time customer satisfaction survey.
We established and tracked a performance management system through scorecards by drilling down programme metrics at the individual level.
Through the creation of rules of engagement for suppliers, we were able to keep them active and engaged throughout the hiring life cycle.
The revamped quality and escalation enhancements paired with real-time customer satisfaction scores led to: