The CIO had a failing supplier relationship and major dissatisfaction for key stakeholders on the quality of customer experience.

I was engaged to review the contract and audit performance against the defined deliverables (SLAs and KPIs) with a view to either transitioning to a new supplier or providing an action plan to resolve the issues.

I randomly sampled and eviewed 5% of calls over a 6 month period for accuracy, completeness and adherence to SLAs and SOPs and produced a report to present back to the C-Suite and recommend the course of action.

Based on the metrics found, I recommended exiting from the contract and ‘going to market’ for a new supplier, assisting in the selection process.

This resulted in a 10% decrease in contract cost and, 12 months into the new contract, an increase in the customer satisfaction (from an average 2.8 to 4.6 rating out of 5)

• contract management
• Quality Management
• Data Analysis

• Organisational Agility & Effectiveness

• Transport and Logistics