The client was an IT service management company who works with businesses to integrate technology solutions. Despite their goal of growing by 28% for 2020, the client’s forecast showed a 7% decline for the upcoming year.
Their shared service model needed to be professionalized to support their growth plan, but the benefits of scaling the organization would not be fully realized this year without capacity management and behavioral change.
Carpedia’s engagement focused on improving the client’s shared service model based on manager coaching, redefining roles, and providing visibility to key metrics.
Key changes included:
- Introduced bottom-up forecasting by leveraging operation metrics
- Established standards to create a supply and demand equilibrium based on desired service levels
- Balanced workflow across the organization
- Enhanced segmentation of roles and responsibilities based on high and low complexity work to drive a wage rate differential
- Transferred transactional activities away from highly-skilled, highly-paid roles to allow faster scaling
- Designed tools and coached managers to make data-driven decisions
- Implemented daily and weekly dashboards to focus improvement activities on customer experience metrics
- Installed a Meeting cadence to resolve variances to plan
- The engagement led to improvement in all key customer service metrics, as well as a cultural and behavioral change among the leadership team.
The Results
Specific Results Included:
- 32% improvement in First Visit Resolution
- 84% decrease in instances of Technician No-Show
- 28% reduction of instances of Technician Late
- 46% improvement in Days Past Site-Cut Date (Cycle Time)
- Improved operating costs by 2% of net sales
