Moving a government agency from autonomous units to a process-oriented organisation
A strategy that took a Swedish government agency from autonomous units to a process-oriented organisation, presented to top management and put in place in 2023.
Turning a contact centre into a high-performing global one
In three years a mediocre contact centre with 13 staff became a high-performing global centre with 32 agents, supporting 12 countries instead of one.
Accounts payable shared service: from 22% to 88% purchase-order compliance
Running accounts payable in a global group’s shared service centre: purchase-order compliance from 22% to 88%, corrections almost eliminated and invoice approval lead times cut by 75 to 90%.
