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.