The client was an internal asset-management unit for a large multinational insurance firm. They had been told they would soon be cut loose from the mother company and were expected to turn themselves into a competitor on the open market, in the process losing their status as mandatory (or even preferred) service provider for the...
STAR Stories Indi
Bringing Success Back to an IT Services Team Conditioned to Failure
Ostensibly brought in on a business transformation agenda and to manage the IT Services function, it soon became apparent that IT Services had major functional and reputational issues and that these would prove a barrier to successfully delivering a business transformation agenda
Business Process Transformation for a Commercial Bank
The bank had a silo-based operational model which impeded process efficiency, transparency and compliance. The COO was keen to explore and then implement tools which would enhance the end to end management of key operational processes, enhancing teamwork and collaboration and reducing cost and risk. Once the assignment got underway, many of the CXO team...
The Transition From Help Desk to Colleague Care
Whilst IT services at Northern Gas Networks (NGN) were by no means universally bad, there was a clear opportunity to improve service experiences and provide better value to the business. Two outsourced suppliers were providing three different IT service desks to an organisation of fewer than 1,500 people, all with different service scope, processes, standards...
Business & IT Transformation in Northern Gas Network
Northern Gas are an award winning Gas Distribution company based in the North of England. The CEO Mark Horsley has been transforming NGN into a high performing asset management business over the last five years. Changing the culture, the ways of working and the technology to both improve customer service and at the same time...
The Merck Pharmaceutical and Healthcare Group – May 2012 – October 2013 Head of Global Payroll
The Merck group operates in 47 countries globally with 45,000 staff worldwide including 25,000 in Europe, Middle East, Egypt and Africa, a strong presence in Asia including India, Japan and China and throughout North and South America. The Group HR function was seeking to move away from a more German centric model towards a more...
SERVICE TRANSFORMATION ENABLING DIGITAL RETAILER TO TRADE THROUGH SEASONAL PEAK AND CYBER WEEKEND
A major digital retailer was experiencing many and varied service issues across the digital platform plus supporting technology, including cloud services. With peak seasonal trade and cyber weekend looming the likelihood of serious systems outage during this important ‘golden quarter’ was extremely high. Approximately 50% of £1bn business revenue traded during the seasonal 18 week...
Public Sector Digital Transformation wins the Scottish Government ‘Holyrood Connects’ award 2018
The Public Sector Client was looking to embrace the ‘Digital Agenda’ and had, over the preceding several months, a number of unsuccessful attempts via a range of projects, which were aimed at automating and transforming internal and customer interface manual processes, to enable: Citizens to consume these services at will Channel shift Increase staff efficiency...
Pivoting from projects to outcomes-based models for funding – Sainsbury’s Retail
Sainsbury’s needed a better way to focus their portfolio of annual spend, maximising the opportunity to deliver growth on their investments.
