Case Study: A Ministry of Defence department responsible for partnering with commercial providers
Improving the Customer Experience
The Challenge
The client had a target to understand their diverse customer requirements and identify Supply Chain improvements. This included analysis and development of processes to identify efficiencies and create a Key Performance Indicator (KPI) on the quality of Customer Service.
UK Site Inventories Analysed
Individual Engagements
Improvements Recommended
Cost Saving Opportunities per Year
The Squarcle Solution
Squarcle identified and engaged stakeholders across the client business to understand the problem, amalgamating the client’s own policies and desired processes with industry best practice.
Conducted Customer journey mapping and workshops to understand the Voice of the Customer. Facilitated Senior Leadership workshops to align with strategy. Followed Lean methodologies by conducting Process mapping, Critical to Quality analysis, Gap analysis. Advanced segmentation analytics allowed the client to understand their problems. Client engagement throughout, with in depth progress reports. A Supply Chain Pilot was initiated to realise short term benefits.
The Results
A Key Performance Indicator created to monitor the complaints management system, resulting in a happier customer base
Squarcle are deep supply chain experts with intimate knowledge of Defence Support. They have successfully transitioned us into a digital era, ensuring Defence outputs, while reducing supply chain risks and operating costs.
