Case Study Experience


The right person for the job

Management Consulting

Project Delivery

Governance

Right_Person

Situation

The client, an energy utility company, approached us with a critical program of works that was failing due to a struggling program manager. The program was mandated by a compliance requirement, and involved a system implementation with process, role and technology change components. Regulatory constraints meant they were unable to extend the timeline of the project, and their other sources of talent had failed to find a candidate with the right skill set.


Implication

We had an urgent need to find a program manager with the capability to regain control immediately, unite the team and then deliver against accelerated timelines.


Action

We undertook an analysis to identify precisely what skills, knowledge and personality type would be required to excel in the role. Rather than relying on the client’s position description we determined exactly what was required by meeting with stakeholders and asking the right questions. Clearly the situation called for a very particular mix of talents. And so we scoured our networks and sourced an outstanding candidate who specialised in project recovery, and who quickly demonstrated his ability by assessing the project, providing new insights into the causes of previous delays and then making turnaround recommendations.


Resolution

The client accepted the recommendations, which were successfully implemented. The project went on to meet the mandated quality, cost and time constraints.


Competencies:

Management Consulting

Project Delivery

Governance



Services:

Turnaround Management

Program Management


Supply Chain Optimisation Project

Project Delivery

Business Analysis

Organisational Change

Management Consulting

Supply_Chain

Situation

Our client was a multi-billion dollar retail FMCG group, with an underperforming supply chain.


Implication

This underperformance gave our client’s major competitor a cost advantage of 14%. Our task was to regain cost leadership in warehousing and transport. After successfully presented a plan to the board, we brought together specialist technology and hardware providers from three continents to implement transport optimisation systems.


Action

This involved fitting the national transport fleet with telematic, safety and tracking hardware, including driver-operated android tablets, outfitting 15 distribution centres with new hardware and visibility systems, and building a data warehouse and reporting tools to leverage insights from this new information flow. We also recruited a centralised planning team and trained over 1200 users. This supply chain transformation was undertaken in the context of Australia’s unique regulatory, labour, 3PL and cost constraints, and our distance from European and US experts. Two further challenges were internal stakeholder engagement and management of underperforming suppliers.


Resolution

Our client regained control of transport planning from its transport partners, and improved and standardised transport operations across its network. Responsibility for execution was returned to our client, empowering and facilitating data-driven decisions and instant responses to operational variables. Removal of numerous paper and Excel processes raised morale and saved time, particularly for drivers, whose paper trip sheets were replaced by automated data collection. Data-driven coaching of drivers resulted in immediate savings in fuel use and tyre wear by the simple process of eliminating harsh braking and acceleration.


Competencies:

Project Delivery

Business Analysis

Organisational Change

Management Consulting



Services:

Organisational Change Management

Business Analysis

Business Case Development

Vendor Management

Training Delivery & Development

Business Process

Project Implementation


Call Centre Efficiency Project

Project Delivery

Business Analysis

Organisational Change

Call_Centre

Situation

Our client was a mid-sized corporate which transacted its business via call centres. We were called in to assist with completing the final requirements of the Salesforce integration into the call centre for broadband, however upon sitting with the call centre team and observing their process we identified an improvement that could be made by the relatively simple introduction of a desktop application. This was beyond the scope of the Salesforce job.


Implication

The problem was having to add a customer’s address across nine sites to confirm product availability across carriers, which interrupted the flow of information between consultants and potential customers (who were often placed on hold). From that insight we developed a clearly articulated business case and presented it to our client.


Action

Once our plan was approved we used our networks to bring in the best talent to develop a desktop application that would enable the address to be entered once and automatically populate all nine sites. Throughout the project we worked closely with call centre staff to make sure their needs were being met, and that they would embrace the changes.After the app was completed and tested we handed the code and documentation to the client to manage internally.


Resolution

Call times were decreased by an average of three minutes per call, which translated into an increase of more than $2 million in annual revenue, a return on investment of around 66:1.p>


Competencies:

Project Delivery

Business Analysis

Organisational Change



Services:

Business Case Development

Vendor Management

Project Management

Product Based Consulting (CRM)

Training Development & Delivery


Portfolio Management and Governance

Project Delivery

Governance

Portfolio_Managemnt

Situation

The client, an energy company, was having issues around portfolio management and governance of IT projects. The person heading this function had been seconded to another part of the business, so the area lacked strong management.


Implication

This was causing significant cost, audit, risk and compliance issues that affected the entire organisation. We were asked to provide a suitable specialist to implement an appropriate governance framework and provide on-going management support.


Action

After an exhaustive search through our networks we found a consultant with extensive experience in implementing practical, value add, and fit for purpose governance frameworks, and project and portfolio management into similar enterprise clients. After identifying the issues, he reviewed existing governance, resources, processes, tools, frameworks and methodologies to see where improvements could be made. An approach was agreed with senior management, and a standardised method for project delivery was then rolled out across the portfolio.


Resolution

For the first time this new framework gave senior management a true view of their portfolio of projects, one that highlighted traceable and auditable metrics, and identified major risks and issues. The portfolio could then be managed much more proactively and the number of projects delivered successfully was significantly increased.


Competencies:

Project Delivery

Governance



Services:

Delivery Assurance

PMO

BAU Reviews

Project Management


Widening the scope to improve business performance

Project Delivery

Business Analysis

Organisational Change

Widening-Scope

Situation

Our client was a fast growing business which had outgrown its internal systems and processes. To continue to grow the company needed continually to improve its processes and systems. The call centre is central to the business. Much of their business relies upon a call centre operator providing information about their products over the phone, and to input information about their clients in order to provide them the best outcome. Their existing systems and processes had become inefficient and a better alternative for managing their workflow was required.


Implication

The company had chosen the Salesforce platform to base their call centre work flow on. They engaged State of Matter to supplement their internal team to help lead the development effort, transforming how their call center interacts with their client.


Action

We were originally engaged to provide Agile project management services. The scope of our engagement evolved to providing the end to end re-development of all call centre processes onto the Salesforce platform. Services provided included project management, business analysis and requirements gathering, Salesforce architecture, Salesforce development and configuration.


Resolution

Faster call times and more efficient business processes resulted in processing more calls, capturing information more accurately and therefore getting more deals done. The outcome was better business performance.


Competencies:

Project Delivery

Business Analysis

Organisational Change



Services:

Business Analysis

Project Management

Agile Delivery

Business Process Improvement