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In a study from Accenture, 75% of HR executives say that ensuring their operating model provides a competitive advantage is a major challenge
Our global investment banking customer had over $300M in CW & SOW spend with MSP operations in US, EMEA, and APAC.
They faced challenges within their programme attributed to governance, data quality and an outdated organisational structure – which was all attributing to a lack of consistency, quality and speed across the global programme.
To address our customer’s issues, our OPEX team decided on a full programme assessment that allowed them to settle on five opportunities of improvement:
After the completion of the assessment, our OPEX team consulted and led the customer through our OPEX toolkit.
This includes the use of LEAN methodology and our transformation approach of discovery, design, implementation, and finally stabilisation of several new solutions to improve operations within the MSP programme.
In addition to these improvements, they had a programme-wide goal of increasing the overall programme efficiency and enhancing the NPS score across all stakeholder groups.
Led by an OPEX director acting as the conductor for this project, they coordinated and aligned all other parties to ensure success – Process Managers, multiple Tech Business Analysts, Financial Analysts, HR & Training, and Operational Executives.
The transformation approach our OPEX Team took consisted of 6 key parts:
By allowing our OPEX team to revamp processes and operations within this programme, the outcome was renewed customer involvement which ensured change management and tech adoption went smoothly.
With minimal upfront investment to execute all of the work mentioned above, customer sponsor adoption was easier, and stakeholders trusted our OPEX methodology – allowing us to first investigate then execute fixes based on the detailed findings.
Additional support from customer SMEs also produced actionable business requirements, review of solution designs, and removal of implementation roadblocks which all contributed to a successful outcome.
Additional results included: