High costs and low service levels to internal service users.


To carry out an HR transformation able to reduce costs and improve service to internal service users.


Using tried and tested Lean-based techniques, we led a rapid assessment of the operational processes in order to identify key improvements. Identified a multi-tier transformation roadmap which allowed the improvements to meet the end client’s need whilst fitting in with internal ROI requirements.


As part of our engagement, we identified and implemented almost 200 individual changes, banded by cost and impact that drove significant improvement.  Additionally, we upskilled operational staff via a mixture of formal training for around 200 FTE, coaching for managers and SMEs and tailored engagements for key stakeholders and decision makers.   This enabled the delivery of operational cost savings of 40% whilst improving customer satisfaction