Challenge
Multi-year supplier agreement with a Fortune 500 Energy and Utility conglomerate to provide supplemental engineering services in support of an unexpected market upside
As a result of the multi-year agreement, the client agreed to implement a quality management system and change management process for project delivery
Approach and Solution
Utilized the “Voice of the Customer” approach - this method examines the end customer’s wants and desires, or Critical to Quality measures, for a product (what does the end customer expect from the client’s Data Services team? Do they just want the end result? Or is the end customer interested in how they got to it?)
Delivered project management methodology benchmarking; process capability assessment, custom project management processes and tools; project management templates; and implementation of an overall project management process
Results
The new standard project management process for delivering Data Services incorporated Six Sigma DFSS methods, standard change management tools, and even elements of the end customer’s program management methodology
The overall engagement standardized and stabilized internal client processes for project management; increased the client’s productivity 35% by decreasing project rework; increased the end customer’s satisfaction by reducing data services project delivery variability and defects; and ultimately decreased the client’s revenue risk for it’s current and future customer base