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Seamless Delivery during Build and Operate | Nilakantasrinivasan J


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Client Success

Seamless Delivery during Build and Operate

Background:

A leading independent terminalling company wants to achieve seamless delivery during build and operate and thus improving client centricity

Condition:
  • Frequent surprises due to complex stakeholder network and client dis-satisfaction
  • Budget and timeline overrun on large projects
  • Lack of accountability for red-flags
Big 3 Actions:
  • BD process was not formally defined. BD skills were missing and there were no timelines or deliverables
  • Client experience during the Build (NPD) and Operate phases were not measured. Stakeholder management was only at Sr. Leadership level
  • Clear Measures of Success for Client Journey were defined
  • End to End Process was established with involvement of all internal members (200+)
  • RACI for all tasks with internal SLAs was established.

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Where We Can Help

How We Can Help