We performed a pivotal role in the management of one of the leading logistics companies Outsourcing contract, it's retained services and the structure of its retained organisation.
- We designed and implemented an appropriate service structure and an integrated delivery model to manage their outsourced and retained services.
- We introduced the role of customer service managers and the relevant methodologies to the organisation's operational business units in order to improve service quality.
- We defined and agreed formal reporting and reviews of service delivery against the contract and service levels. This included the creation and introduction of internal service level agreements and how they were reported to the customer base.
- We brought our specialist skills and expertise to the senior management team.
- We conducted the necessary training and coaching to enable staff to perform their new roles and responsibilities.
Implemented, for a major distribution organisation, a standardised Human Resources system to enable the management of their retained organisation following the signing of a major Outsourcing contract. We conducted regular coaching, mentoring and appraising of the remaining staff to ensure that their morale and motivation were high.
- We defined and introduced the necessary roles required within the retained organisation to ensure the delivery and management of the required services achieves or exceeds service levels.
- We created and implemented procedures to manage the mentoring and coaching of staff.
- We set and agreed both individual and team objectives for the new organisation and a review process.
- We produced and implemented a communications plan to ensure that staff are kept fully briefed and aware of how their role contributes to the organisation's success.
- We conducted the necessary training and coaching to enable staff to perform their new roles and responsibilities at the required standard to ensure delivery of customer service.
Providing a major utility organisation and it's contract management department with the right skill set and action plans to improve their Outsourcing relationship.
- We conducted a bespoke training course for the senior management team responsible for managing the Outsourcing relationship.
- We identified the key characteristics of a contract management team and we then analysed the gaps in the current structure and skill set.
- We recommended a new organisational structure and prepared a project plan for how they could implement the actions identified.
- We developed an action plan with the senior management team to ensure that the Outsourcing contract achieved their business objectives.
We advised a leading distribution organisation on how to develop an effective service culture within their service delivery division. We were instrumental in equipping and training their staff to perform their new service roles.
- We conducted the necessary training to enable staff to perform their new roles and responsibilities at the required standard to ensure delivery of customer service.
- We introduced the role of customer service managers, along with the appropriate methodology and procedures, to the operational business units.
- We defined their responsibilities included monitoring customer satisfaction, promoting and forecasting service usage and management of problem resolution, etc. Also we defined the structure and frequency of service reviews and reporting
- We developed an integrated delivery model for the in-house and Outsourced services. This included creating a balanced scorecard to report on performance to the Board.
We advised a light engineering organisation on their group Outsourcing strategy for the financial and human resources (HR) administration functions.
- We helped develop a group strategy for managing the administrative elements of the financial and HR administrative functions through the use of Outsourcing.
- We identified the risks and issues associated with this strategy and provided creative solutions to resolve them.
- We assisted and guided the supplier selection process and prepared the financial appraisal for the Outsourcing business case.
- We brought specialist skills and knowledge to their organisation, such as, due diligence, management of staff transfer, supplier evaluation and selection.
- For the length of this project, we sat on the management team, advising and guiding the team through the complex process of Outsourcing.
