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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 client had over $300M in CW & SOW spend with MSP operations in US, EMEA, and APAC. Our client faced challenges within their program attributed to governance, data quality and an outdated organizational structure – which was all attributing to a lack of consistency, quality and speed across the global program.
To address these issues, our OPEX team first had to do a full program assessment that allowed them to settle on five opportunities of improvement: lack of global governance, improvement of the escalation plans, poor data integrity of the VMS, limited non-VMS tech being utilized to better enable processes and outdated organization structure not aligned to client value-drivers. Pontoon’s OPEX team then consulted and led the client through our OPEX toolkit which included the use of LEAN methodology and our transformation approach of discovery, design, implementation, and finally stabilization of several new solutions to improve operations within this MSP program. In addition to these improvements, they had a program-wide goal of increasing the overall program efficiency and enhance 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 program, the outcome was renewed client involvement which ensured change management and tech adoption went smoothly. With minimal upfront investment to execute all of the work mentioned above, client sponsor adoption was easier and ultimately the stakeholders trusted our OPEX methodology- allowing us to first investigate then execute fixes based on the detailed findings. Additional support from client SMEs also produced actionable business requirements, review of solution designs, and removal of implementation roadblocks which all contributed to a successful outcome.