Standardising Service Delivery Across an Engineering Group
The
Engagement
Our client is a Minerals & Mining organisation employing circa 15,000 employees. It has grown over 150 years through mergers and acquisitions. Across its three current Divisions (Minerals, ESCO & Group), there were over 70 businesses operating in different ways across 80+ countries.
Mozaic were selected to support the standardisation of service delivery across the group.
The Challenge
The growth of the client had led to a heavily federated structure where delivery was different in each business area. A global Transformation Programme was launched to deliver a more consistent approach to Service Management.
Mozaic designed and delivered an operating model change to standardise global Service Delivery. This included:
- Full assessment of current Service Management capabilities
- Design of new Global Service Management operating model and development of road-map for its implementation
- Build of new Service Management organisation, processes and governance structures
- Implementation of single ServiceNow platform
The Approach
The Results
The Mozaic team was embedded within the client Transformation programme for over a year. We worked with the client organisation to assess current ways of working, effectiveness and speed. We designed and implemented new processes to address efficiency and quality issues and increase end user satisfaction.
The Group saw significant benefits from the implementation of the new model across the globe, including:
- Significantly improved customer satisfaction and user experience
- Improved security position
- Significantly improved efficiency through matured service delivery
- Improved velocity in delivery
- Cost reduction through improved asset and contract management
Get in touch with our team to learn more about our services, explore partnership opportunities or discuss how we can help with your challenges.