Client Centricity Case Study: Seamless Delivery during Build and Operate
Background:
A leading independent terminalling company wants to achieve seamless delivery during build and operate and thus improving client centricity
Condition:
- Frequent surprises due to complex stakeholder network and client dis-satisfaction
- Budget and timeline overrun on large projects
- Lack of accountability for red-flags
Big 3 Actions:
- BD process was not formally defined. BD skills were missing and there were no timelines or deliverables
- Client experience during the Build (NPD) and Operate phases were not measured. Stakeholder management was only at Sr. Leadership level
- Clear Measures of Success for Client Journey were defined
- End to End Process was established with involvement of all internal members (200+)
- RACI for all tasks with internal SLAs was established.
