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.