Major change programme for a large Norwegian Distribution organisation

The Client’s IT Services were provided by a single third party. Costs and achieved service levels were both unsatisfactory. The client’s strategy was to replace the single provider with five specialist providers in order to simultaneously reduce costs and improve service levels.

To migrate services to the new strategic providers with no disruption to service. This required the close management of six independent organisations each with their own agenda and geography, to a fixed budget and in less than two years. The initial view of the clients own management was that this management task could be carried out by their own senior management:

Detailed plans were developed with all providers for approval by the client. In addition to management of progress against plan, relationships between the providers were also managed in detail . Regular, independent quality monitoring reviews were implemented and included in reporting to client and provider management.

The migration to the new providers was completed on time and within budget. The client’s senior management commented that ‘this would not have been achieved without these specific individuals’.