BP’s forecourts are a balanced choreography of service, convenience and speed. Or at least that’s the intention. However, they often suffer from delays whilst waiting for a space to refuel and with modern petrol stations this is exacerbated by customers browsing and shopping for non fuel related products in the integrated partner shop before paying. … Read more
Banks have a complex and disparate set of daily, weekly and monthly operational tasks. So much so that Operational Banker is a role within them. The nature of this role and it’s tasks are so diverse, specific and unrelated that it is a difficult list of tasks for anyone unfamiliar with them. These include safety … Read more
DHL operate in over 50 countries, shipping cargo as small as a microchip and as big as a mobile heart clinic, across multiple countries and continents. They take care of the total logistical requirements, from collection, to storage, to shipping, to delivery and all the paperwork, legalities and requirements in between. But to get that … Read more
Sunseeker are a luxury yacht manufacturer, for the rich and famous. The opulence and craftmanship of their products is well known. But the rich and famous don’t have a lot of time to get into the weeds of what they want from the base model and the optional extras – do you have your jacuzzi … Read more
The UK Government Department of Health and Social Care wanted to optimise their support infrastructure, services and processes. They lacked an experience level agreement (XLA) so their SLAs were failing and the infrastructure was outdated and holding them back. They also lacked a formal and holistic continual improvement cycle for their services and teams so … Read more
Microsoft’s current CPE Customer and Partner Experience program was run as an in-person program. Its purpose was to empower anyone within Microsoft or partnering with them, to highlight and set about solving any business related problem they observed.However, it was an expensive and time consuming process to train users and there was no digital version … Read more
Performance and Risk Management Tool To explore the service ecosystem and create a new, secure, optimal Performance and Risk Management solution for a service of the MoD, allowing performance, risk, cost and finance to be collected, connected and improved across the entire service and estate.
Communications StrategyCERN, birth place of the internet, has an immensely complex and critical communications environment. They needed to improve and centralise the communications process, speed and efficacy for everything from today’s menu to a radioactive emergency. Researched and Service Designed CERN’s total communications strategy, process and service
Customer & Staff Banking Solution Barclaycard Germany needed to totally reengineer their credit card, loans and accounts platforms into a single, cogent platform for desktop and mobile for their customers and their banking staff. They also wanted their business processes and team structures measurably Service Designed for maximum efficiency. Complete rebuild/redesign of the processes, services … Read more
The EWU wanted to make their service more efficient, creating a near real time service, end to end. The project was a total redesign of the service from beginning to end – the process and technology of their core purpose, reducing total response time from days to hours, and then minutes, constantly evolving to get … Read more