Business Challenge
A two billion dollar technology
manufacturer with approximately one third of their business
coming from services found margins were stagnant and below their
competition. The client was finding it challenging to develop
and launch new services and customer satisfaction was low.
Overall, the service business lacked a cohesive organization as
well as the proper measurement and management systems. The
client needed to reduce costs worldwide, increase customer
satisfaction through resolving problems more quickly and to
boost service revenue. All this needed to be accomplished in a
complex corporate culture that was extremely resistant to
change, focused on manufacturing and had no systems in place for
measuring productivity or service levels.
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Business Challenge
A thirteen billion dollar international
technology products and services company was seeking to
transform and migrate acquired and existing operations, systems
and infrastructure to a single, consistent, world-wide operating
model and applications suite.
The client’s project team
built an application architecture and implementation roadmap
that needed to be deployed rapidly in order to meet the client’s
aggressive business objectives and keep its commitment to the
Board of Directors. The successful transformation of existing
and newly acquired operations to the strategic systems would
require the services of multiple systems integrators (onshore
and offshore) working in concert with the client and other
integrators and each committed to the overall timetable and
roadmap. The client’s project delivery methodology was geared
towards internal fulfillment and was insufficient for leveraging
multiple systems integrators working in tandem with multiple
interdependencies to deliver an integrated end-to-end solution.
Furthermore, the client did not have the experience, processes
or personnel to provide consistent, worldwide vendor management
functions including RFP development, vendor selection, budget
allocation, vendor selection and post selection vendor
management. Learn more