This client was concerned by rising costs and declining
performance in its exchange trading service. A benchmarking
review highlighted the primary causes and created the
agenda for the subsequent improvement programme focused
on cost, system stability and service quality.
Substantial cost savings, equating to 12% of the operational
budget were achieved within six months by:
- rationalising outsourced support services
- eliminating excessive staffing levels
- modifying the scope of facilities contracts to
make them more economic thereby reducing prices.
Meanwhile service quality was improved dramatically
through a programme which:
- focused support staff attitudes on customer service
- improved pre-go-live controls to reduce the number
of incidents occurring
- improved incident management controls to speed
resolution and eliminate root causes.
The results demonstrate that it is possible to reduce
costs while raising service quality levels. However,
it requires a disciplined process, commitment to detail,
and a willingness to address all the dimensions of technology,
process and people.