Metric Optimisation Leads to Client Satisfaction

Our OPEX team was challenged to improve ineffective workflow configuration and inconsistent supplier performance and engagement for our multinational technology customer.  

To enable efficiency and drive a better experience for our key stakeholders, the OPEX team enacted the following improvements:

  • Optimised VMS system to automate some of the manual processes.
  • Established Quality Management & Escalation Management system to enhance compliance and quality of requisition management.
  • Rolled out a real-time client satisfaction survey to understand the user experience on every interaction with MSP and fix inefficient processes.
  • Established and tracked a performance management system through scorecards by drilling down program metrics at the individual level.
  • Created rules of engagement for suppliers to keep them active and engaged throughout the hiring life cycle.



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