Situation
Our client, a global liner company, was operating multiple Service Centers independently, resulting in fragmented processes and suboptimal performance. A comprehensive review and revamp of the Service Centre setup were necessary to improve efficiency and align operations with the global organization.
Approach
We performed an exhaustive assessment of the Service Centres structure, KPIs, and SLAs. Engaging with frontline teams helped gain insights into their experiences and perspectives.
Results
By implementing our optimized GSC approach, we realized significant improvements in productivity, cost-effectiveness, and process quality, positioning the client on a path to sustained success and operational excellence.
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