Case Study: Global B2B services client
Following 20 years of continuous growth, a successful market listing and establishing itself as one of the world’s top 5 organisations in its sector, our B2B services client wanted to capitalise on its global scale and the learning gained since its highly entrepreneurial beginning.
Developing both a revised Target Operating Model and associated governance structure, CAP utilised all four perspectives to:
- Raise barriers to entry and exit through making investments only possible with size, enabled by the transition from autonomous regions to corporate structure
- Create greater customer satisfaction through globally supported and consistent front, middle and back office structures
- Create senior executive cohesion and significantly raise wider leadership motivation
- Develop a cost leadership position through continuously aligning internal support to customer facing needs with a commissioning structure
- Ensure greater effectiveness with a clear line of sight throughout the organization, with an agreed corporate portfolio mix and strategically aligned balanced scorecard
With our Organisational Development and Behaviours perspective and Motivational Maps, we profiled the whole Senior Leadership team, using this insight to understand ambition, aptitude and #UniqueContributions©. We engaged the whole team to identify the need for diverse career paths, different to the homogenous “me-centric” approaches of the past. With this we were able to utilise the Commercial perspective to look at alternative ways to contract, both internally and externally, and with a focus on driving the innovation and dynamism that the Digital and Data and Customer Experience perspectives demanded.
We accelerated the genuine appreciation of diversity and set the organisation well on the road to integrated collaboration, with a belief in the vision that No.1 status in its chosen markets is not only achievable, but expected.
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Case Study: Services TOM
Working with a major national service business, we developed a Target Operating Model (TOM) which has fundamentally re-defined the customer relationship and expectation of value, whilst at the same time re-setting the industry standard of excellence. As a result:
- Additional value-add services are being delivered, increasing both revenue and retention
- Customer response times have been drastically reduced, with a more consistent positive user experience and at lower cost
- Work in progress has been virtually eliminated, resulting in lower cost and reduced working capital
- Back office costs have been reduced by over 60% whilst improving customer satisfaction
- Reliance on individuals and retained knowledge has been eliminated
To do this we undertook a fundamental review of what customers really wanted and how existing processes contributed or detracted from this. Using this analysis we were able to identify that there was a fundamental mismatch of expectations, which was industry-wide. We also realised that the processes in place were not sustainable within existing ways of working, leading to excessive stress levels, increased churn and low levels of productivity. Having framed the problem and defined the desired outcome, we deployed a collaborative approach to build the solution.
We knew that the only choice was #KillingComplexity©. We did this by applying each of our four perspectives.
Through our Customer and User Experience perspective we focussed on speed to fulfilment and effective communication (not cost per hour as was the perceived wisdom) as this allowed our clients’ customers to utilise their assets for longer and reduce their customer disruption. We used the Digital and Data perspective to demonstrate there was real value in collecting trend analysis, which could then be used to support pro-active maintenance.
This was supported by the Commercial perspective which not only drove the payment terms from hourly rates, estimated in advance, validated afterwards and billed monthly, to fixed price work packages authorised in advance and billed on completion, but also allowed the creation of trend analysis for defined work packages which simply wasn’t possible when all that had been previously captured was the number of hours charged. And finally we looked holistically at what was detracting from performance and motivation using the Organisational Development and Behaviours perspective.
Our client now has a discernibly differentiated offering, has established an industry “new norm” which it is exploiting through 1st mover advantage, and is rapidly creating clear blue water between itself and other industry players.
Are you ready for #KillingComplexity©? Is so get in touch today to find our how we can help you become a market leader.
Our unique approach at CAP
CAP knows its strengths and unashamedly plays to them, and them alone. We deliver three types of assignment:
- Strategy and target operating model
- Governance, risk and compliance
- Operational effectiveness and supply chain optimisation
These are our “disciplines” and our partners are each renowned experts in these fields.
Where CAP is truly unique and where it defines #ConsultancyRepurposed© is its application of four inextricably linked “perspectives”:
- User and customer experience
- Digital and data
- Organisational development and behaviours
- Commercial
But, unlike others, we:
- Are industry agnostic, focusing on outcomes and how they are best achieved, regardless of sector
- Secure insights through combining “big data”, social/business media (inc. discussion forums), relevant networks and bespoke research
- Utilise opensource tools and techniques, but creatively, in ways others have yet to imagine
- Continuously look at where disparate worlds collide and where opportunities to re-define the accepted norm exist
For CAP, simply looking to “catch up” through benchmarking-led approaches is never enough. Our approach goes beyond this and ensures we set our clients apart from their competitors, delivering growth and scale, stability and progress, and transformation and market leadership.
Our disciplines
Strategy and target operating models
Why change unless you want to be the best? We see target operating model work as an opportunity for transformation. Whether you want to grow or evolve, we will define a strategy and ways of working to take you to industry leadership, allowing both differentiation and longer-term cost leadership to re-define your industry’s benchmark standard of excellence.
Operational effectiveness and supply chains
#KillingComplexity© is one of our mantras. With experience of working with owners on scaling for growth, successful businesses ready for listing, or established businesses re-inventing to take advantage of technology and market advances, we have the credentials you need. We have an intense focus on playing to strengths, finding the #UniqueContribution© and eliminating “time theft”. Our clients spend more time doing the things that differentiate them. Going faster because they partner with others who are specialists in their own domain. And having access to greater opportunities because they see the value in collaboration.
Governance, risk and compliance
There is nothing our team doesn’t know about this area. Whether you’re after compliance review or addressing governance with game changing thinking around flat structure leadership, we have the experience to make a positive impact. And we always ensure that more relevant insight is created at less cost with significantly less disruption.
Perspectives
Our value goes well beyond our finely tuned, expert-led discipline expertise. How we deliver this using our unique perspectives is transformational. We invest heavily in creating these perspectives, following the latest thinking, engaging in and leading the most relevant debates and creating forums for collaboration across sector and functional boundaries to tease out the very best ways for our clients to deliver their required outcomes; but we don’t merely replicate what others have done, we translate, re-imagine and repurpose to create sources of sustainable competitive advantage.
Customer and user experience
This perspective looks to help our clients optimise how they serve their customers and clients, understanding what customers are looking for, what they value and are prepared to pay for, how they prefer to interact, and the true nature and respective needs of the customer provider relationship. Fail to deliver what the customer needs and there will be no market. Over deliver where there is no perceived value and you’re incurring unnecessary cost and affording competitors cost advantage.
Digital and data
The world we live in is increasingly digitising and often in ways that we couldn’t have imagined even a few years ago. This pace of change is set to increase with AI, distributed privacy and big data gathering momentum. This perspective analyses how our clients can take advantage, not just of these developments, but also from the inherent value in its intrinsic data sets and how it can drive advantage (including “built in” compliance) from a well organised data architecture. Such is the importance of this area that not only does CAP have its own research capability, but it also has active partnerships with researchers in the university and beyond.
Organisational development
Whilst the impact of AI cannot be underestimated, people remain one of the greatest assets a company has. Aligned and motivated, it will feel like there is nothing that can’t be achieved. Without this, it’s always going to be a tougher ride. Our partners are passionate about people and people development, both at an individual and system level, and have worked with some of the largest talent management companies around. We have a network of specialists from numerous fields including, for example, psychologists, NLP master practitioners and motivation scientist. We have access to a suite of tools ranging from motivational maps through to resilience and mental toughness, which we routinely deploy to add a degree of richness that other strategy consultancies find hard to match.
Commercial
#KillingComplexity© and the #BusinessGrowthParadox© are at the heart of what we think about. Creating the environment where people and organisations play to their strengths, killing the “theft” of valuable time is essential, collaborating vs competing, and taking the right “Make vs Buy” decisions without ego because it is the right thing to do. Helping clients understand which assets are core and how they can be monetised in ways that they had never thought of is of very significant value, and an area of strength for CAP. Within our team we have accountants, lawyers, entrepreneurs, scientists and operations directors who are each passionate about discovering increasingly effective commercial models and are each committed to continuous learning.
Come and talk to us to understand how our disciplines and perspectives can help make your business unique!