Workforce Transformation of Operations for a Global Services Provider
Transforming their cost base during the transition to a SaaS business model
Our client, a renowned global services provider, approached Cambridge Management Consulting (MC) with a critical business challenge.
Technology and the market convergence of devices and services around software and cloud threatened the organisation’s device-led business model. With two distinct operations units reflecting their historically separate device and services businesses, the organisation was struggling to manage its cost base in this converging market.
As the organisation shifts from being a Capex-oriented customer proposition to a SaaS-based model, it needed to take urgent steps to transform its cost base to make it appropriate for this new environment.
Download the Full Case Study
Contact Form - Workforce Transformation
The
Opportunity
Cambridge MC has experience and capabilities in both Cost Transformation and Organisational Transformation. The scope of work included looking at the current organisational design, role design, workforce distribution (including onshore/offshore splits), management & staffing levels, client dependencies, identifying and quantifying workforce transformation options and developing a staffing model to allow the organisation to be right-sized for the changing marketplace and to act as a scenario planning tool for future workforce decisions.
Phase 1
Phase 1 looked at the organisational structure for a consolidated operations organisation, initially focused on the management layer. This involved looking at organisational design, role design, workforce distribution (including onshore/offshore splits), managerial spans and layers, and client dependencies.
Phase 2
Phase 2 involved looking at the staffing levels within the consolidated operations organisation and the development of a staffing model. This model was designed as a strategic tool to support the organisation to identify and allocate human resources requirements across the global operational landscape.
Approach
The model created insight within the following areas:
- Alignment with Business Goals - Ensuring that the staffing model aligns with organisational strategic growth goals, while also maintaining and growing operational capabilities in the right parts of the business across global operations.
- Optimisation of Resource Allocation – Targets the efficient use of global resources, reducing waste, minimising downtime and helping to balance workloads and avoiding bottlenecks
- Resource Scalability – As growth targets are identified, the model provides guidance as to the resource requirements to support future market expansion.
To build out this model, Cambridge MC worked with the client to create a consolidated customer journey for service delivery and service assurance, mapping roles against the relevant activities in the process, creating new job families. We then carried out Day In The Life Of (DILO) analysis to quantify how much was being spent by which role on which activities. The model then identifies the surpluses and deficits of available resource. The model works out the resource hours available per country and compares this to demand effort, by job family, and by activity to support Service Delivery and Service Assurance operations.
Outcomes & Results
1
Projected Annualised Savings of up to $12m
We identified a number of different initiatives (e.g., reducing spans and layers, consolidating functions, greater use of off shoring) which could deliver annualised savings of up to $12m.
2
New Staffing Model
Development of a staffing model to be used on a quarterly basis to continually optimise resource levels against expected demand.
Get in touch with our Strategy & Change Management Consultants
Case Studies
Our team has had the privilege of partnering with a diverse array of clients, from burgeoning startups to FTSE 100
companies. Each case study reflects our commitment to delivering tailored solutions that drive real business results.
CASE STUDIES
A little bit about Cambridge MC
Cambridge Management Consulting is a specialist consultancy drawing on an extensive global network of over 200 senior executives in 22 countries.
Our purpose is to help our clients make a better impact on the world.
ABOUT CAMBRIDGE MC
Industry insights
