Global telecoms company

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1 Global telecoms company Predicting the workforce of the future Amidst increasing competitive pressures, a global telecoms company was looking for insights around how best to align their workforce to deliver better customer experiences. Our workforce analytics tool provided the client with powerful forecasts around workforce demand, helped reduce external recruitment needs by 20% and identified 30% productivity improvements. The global telecoms company is now able to plan for a better future for their people and customers to respond more effectively to market pressures. Page 1

2 Multi-national life sciences company Transforming compliance in high-risk markets A multi-national life sciences company was looking for a global compliance, anti-bribery and anticorruption monitoring programme to proactively identify threats in high risk markets and improve its audit sampling. Our team collected and analysed data from multiple business units in over 10 countries. We built tailored dashboards for each market, including transaction and vendor risk scoring, comparative customer analysis and social network analytics, all customised for local languages. We also developed standardised data requests and extraction templates to facilitate future data analytics processes and compliance audits. The project enhanced the client s global monitoring programme by integrating multiple structured and unstructured data sources and designing tests that helped identify potentially improper payments to high-risk vendors, employees and distributors. The project not only helped detect fraud, but also helped the client s audit and compliance team save both time and money during fieldwork activities. Page 2

3 Ministry of defence Re-inventing inventory management for Armed Forces The Ministry of Defence (MoD) needed to resolve its decades-old challenge of buying and holding too much stock. The department approached us to help simplify and improve the accuracy of its inventory processes. A key element of the MoD s inventory programme was to understand the quality of its data and the root causes of the problem. We used a mobile data rig loaded with market leading profiling software to compare its data against set quality rules to determine areas for improvement and what value drivers were. Our data transformation programme delivered over 200m improvements to the accuracy of the MoD s accounts. The programme encouraged a top down governance approach that reduced bad practice data entry and improved data quality compliance. Our approach transformed the department s practices successfully breaking down decades-old behaviours to improve inventory processes for our Armed Forces. Page 3

4 Network rail Transforming Britain s railway Since the nineteenth century, railway maintenance across Britain has been reliant on paper processing. By 2011, this meant processing paperwork for over 20,000 miles of rail track and 32,000 bridges and tunnels. Digitisation, on a complex scale, was required to overhaul processes and systems used to collect and manage data across Network rail s 46b asset base. We put in place a simplified operating model to significantly reduce complexity and cost. This included helping transition the 6,500 maintenance staff from paper to ipads/iphones to report more accurately and consistently on infrastructure repairs. Our mobile works management programme delivered 10m in operational savings over five years. Through greater data accuracy and timely reporting, Network rail was successfully established as a modern-day, digital network. Page 4

5 Global manufacturing firm Transforming brand perception to fuel growth Having grown aggressively through acquisition, the client was looking to move its organisation to the next stage of growth. It needed to demonstrate to its board that its data was secure given the nature of its customer base which included international governments. We interviewed the top 200 executives across 15 business units in 11 countries to understand awareness around data security and how best to embed this within the culture of the organisation. We combined cyber programme management, internal audit and enterprise risk management to provide the client with a holistic view around compliance as well as risks related to its future growth plans. The client now has confidence around data security to protect its brand and future business. Page 5

6 Pearson Changing education for the digital world To meet growing global demands for greater access and affordability of education, Pearson is accelerating its shift to digital services and direct delivery. As Pearson began to change its focus from selling physical print products through institutions to selling digital learning services direct to users, it needed to rethink its approach to customer support. We worked closely with Pearson on a new customer engagement strategy. The new engagement model was 26% more efficient in customer service costs, drove an uplift in customer satisfaction and supported revenue protection and generation activity through outbound customer engagement. The global strategy included the launch of five new international customer contact centres that delivered both proactive and reactive customer support to institutions and learners across the globe. Our work successfully underpinned Pearson s ambition to improve customer experience, retention and education outcomes for millions around the world. Page 6