operational excellence case studies                              reduce costs, work smarter, improve processes

"Our BPI project was a clear success, and measured by over-delivery of all its targeted benefits, within budgeted cost and ahead of time.

I would like to record my appreciation and immense satisfaction for what has been delivered. Congratulations to David Scott and his team. We have driven out annualised cost savings well ahead of our plan.

Qualitatively we have improved the customer experience by eliminating work, backlogs and streamlining processes such as teleclaims which have improved our customer satisfaction scores.

We’ve set an expectation of high standards of operational performance and something that benchmarks well in our market.”
MD Specialist Insurer
July 2008

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Case Studies of our successes

In order to bring to life what we do, its impacts and results we have added this section to share some of our clients experiences of our support and services. Listed below is a summary of the key benefits delivered to our clients:

  • Implement at speed with ROI in under 12 months with long term sustainable benefits
  • Eliminate waste and drive out 30 - 50 % excess capacity
  • Redirected capacity delivering considerable New Business growth
  • Significant improvement and consistency in service delivery and customer elapsed waiting time
  • Improve the level and consistency of SLA delivery
  • The catalyst for the Operations ability to take control and drive excellence
  • Reduction in complaint volumes
  • Embed Operational frameworks that deliver consistency and sustainability
  • Ability to Measure ,Understand and Manage processes and people to deliver desired targets
  • Implement a Risk Based Approach to Quality that drives right first time outcomes
  • Motivated and engaged people that know what good looks like and want to deliver to customers

The case studies and testimonials on the left are free to read or download. (right click and selct 'save target as...' to save the pdf to your computer).

If there is something more you would like to know then please feel free to contact us and we will be happy to answer any questions or challenges.