Experient

Description

We have found that our Early Win Improvement (EWI) methodology can bring 25 percent productivity improvement or more, even in organizations that are already considered to be performing well. A case in point is a large accounting service center that was providing leading edge services and was generally viewed as highly effective. Indeed they were. However, it was a rapid growth environment and the business leader challenged the service center to gain 40 percent productivity improvement in the next year. The initial reaction was one of disbelief.

- The Executive team led a reorganization of the operations and support functions of this $2 billion dollar company to provide industry-leading quality and customer service. Customer-facing marketing, selling and technical functions were decentralized to regional operating teams while administrative functions were centralized under an administrative services structure. Key corporate functions were strengthened, accountability for performance was made clearer, and a business model supporting rapid acquisition integration was established.

- The customer care unit of this leading service provider needed to provide the capacity and quality of service to support rapid company growth, while improving efficiency. Our client team identified "early win" improvements for capacity gains, then moved on to establish a vision for breakthrough improvements in customer service management. A robust business case was developed and the improvement plan, approved by executive management, was implemented.

Clients Mike has worked with include: ABN Amro, AT&T, Alcan, Allmerica Financial, Baker Hughes, Bristol-Myers Squibb, British Telecom, CheckFree, Coca-Cola Enterprises, Conagra Foods, Hallmark Cards, Hitachi, Kraft, Lockheed Martin, ExxonMobil, and Sprint.

Our clients tell us that we provide exceptional value to their organizations. We do this by bringing deep professional experience and expertise to bear at every stage of work, by collaborating successfully with senior leaders and by continually refocusing our collective activities on areas with the greatest payoff.

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