Case Studies

Coached client through technology transformation by designing best-in-class organizational change management function to support the rollout and adoption of 130+ solutions, while providing ongoing change management and strategic communication support.

Amplified the client’s programmatic and organizational impact by identifying best practices from benchmark corporations to strengthen the organization’s cybersecurity posture and establish a strong culture of cybersecurity awareness.

Analyzed primary mission support functions along people, process, and technology framework through detailed benchmarking and voice of customer analysis, identifying priority actions and specific recommendations to improve service quality.

Built foundation for contact center consolidation strategy by designing performance measurement framework to align best-in-class operational and customer-facing KPIs, allowing the client to successfully consolidate twenty-nine contact centers into one.

Modernized 200+ year-old organization’s operational effectiveness by identifying 19 commercial best practices to build a culture of innovation, enabling the client to overcome organizational inertia and improve speed to market.

Guided client through operational challenges by identifying tactical improvements to optimize processing efficiency after establishing key benchmarks and measures to promote continuous improvement, enabling the client to achieve operational excellence.