Experience

What’s the ask?

Document the Customer Excellence team's current activities, including prioritization and risk assesement, while evaluating outsourcing levels and recommending further outsourcing or optimization of internal structures and resources.

What did Warn do?

Developed a framework for collating activity information, categorising and quantifying internal and outsourced resources. Performed analysis and prepared recommendations for the future organizational design of the Customer Excellence team.

What was the outcome?

Proposed plan to optimise Customer Excellence Team's operations, through reprioritising activity and developing a redefined outsourcing model with a recommendation to develop centers of excellence to build capability and enable economies of scale.