Client Profile

OEM

• Annual turnover > $2.0 billion in 2002
• More than 7,000 employees in 32 countries
  

Project Objectives

• Review EAME wide Service Delivery billing processes and ensure that customers were being billed for the correct amount at the correct time.

Approach

• Conduct business analysis using Holborne T.A.A.L diagnostic approach and develop reports to quantify the value of the opportunity.
• Put together a no nonsense fast trek project plan.
• Carry out workshops and drive the business process reviews.
• Conduct customer site audits programme followed by data clean up programme .
• Plan & monitor the commercial programme resulting in potential back billing.

Benefits

Significant improvement to install base data integrity led to greater reliance being placed on customer,contract and site information for pricing, invoicing and forecasting purposes.

Cross departmental staff communication Improved with gaps being plugged in the order to billing process.

Within nine months the Service Delivery health-check resulted in an additional $2.2 million of incremental revenue significantly improving the customers bottom line P&L margin.

Accounting irregularities were eliminated in the billing process minimising audit qualification risk.

Customer satisfaction increased as a result of:

Accurate invoices every time.
On- time invoices improving cash-flow
Reduced customer invoice queries.