We enable you to be confident in delivering your
cost reduction target
Q. How can the City-Service Transformation service help
make you be more successful?
A. We will close 50% of the service quality gap of offshore or
outsourced operations within 90-120 days
City-Service Transformation Service
Offshoring can offer attractive cost reductions of 25-65% compared
to your existing operations. However despite their best intentions
Offshore operations can operate with a significant service quality
disadvantage. This can be the source of significant hidden costs to
your organisation, either in terms of the inefficiencies created
within your own business units that Offshored functions serve or in
lost revenues from customers (our work has highlighted that 40-60%
of customer churn is down to negative service experiences). When
these hidden costs are taken into account much of the savings from
Offshoring can evaporate.
Similarly outsourcing holds tremendous
promise in terms of sustainable cost reductions. In our experience,
you can expect to make 20-30% savings from effective outsourcing.
However in many situations the service experience can be
significantly worse than before the handover. This can arise for
many reasons, sometimes because the scope of the operations being
outsourced has been under-estimated. Other times the contract has
been taken on at a loss in the hope that significant productivity
improvements can be delivered. Regardless your customers and
front-line business units can feel they aggrieved that they are
paying the cost in terms of disappointing service.
Purpose of the City-Service Transformation service
We believe there is a 'win-win' solution for customers, your
business and your service delivery operations whether offshore or
outsourced. That solution is based on delivering a great customer
experience and focusing on your customers and delivering 'successful
customer outcomes'. The good news is that you can deliver a
substantially higher quality service at no additional operating
Results & key benefits
We will help you substantially improve the service quality
experience delivered by offshore and outsourced service delivery
operations whether they support your customers directly or internal
We guarantee to eliminate 50% of your service quality gap within
Our promise is to deliver you results while we also work to transfer
key skills and expertise that will remain long with you after we
We ensure that all individuals working with you are sensitive to
your organisations values, ethos and culture but not constrained by
its politics nor held back from addressing issues by artificial,
perceived barriers and constraints
Ultimately, your customers benefit from higher quality service and
you get to enjoy the substantial cost savings potential from
offshoring and outsourcing.
City-Service Transformation service - How does it work?
Step 1 – Information harvest – “seek first to understand”
(Steven Covey – '7 Principles')
Our initial step is to gather together the critical information,
data and insights on the status of your key processes. We do this
through structured interviews with the key stakeholders, managers
and staff involved in the processes. We undertake a process audit
and develop an initial process landscape which identifies the hills
and valleys of efficiency, effectiveness and alignment. We review
the process metrics in place and then seek to understand the
critical dependencies (process, people, systems and strategy) and
how the key process interdependencies are being managed.
Step 2 – Take control
We take the critical information gathered in Step 1 and map this
information against our expert process diagnostic framework and
toolset. We can then give you:
1. A prediction of opportunities
and risks based on an understanding of the Process landscape.
2. Identification of key risks and challenges that will jeopardise
process success in improving significantly productivity.
3. Identification of the root causes of issues most likely to lead
to future process failure.
4. A high-level Action plan to correct key issues, incorporating
rapid action plan steps to start to drive productivity and reduce
5. An assessment of the key stakeholder buy-in critical to the
success of process portfolio across your organisation, your
suppliers and partner businesses critical to ensuring successful
outcomes and delivery
6. Our expert, independent perspective on how robust your process
management & governance disciplines are and answering your concerns
as to whether they are fit for purpose
7. And finally our perspective on the suitability of your process
development plans and estimations of the benefits to be gained..
Step 3 – Identify root causes and address critical issues
In our experience there are a number of critical factors
that consistently stand in the way of process success. We use the
information gathered during our structured diagnostic (based on our
proprietary methodology developed through our experience of working
on strategic projects over 25 years in financial institutions) to
determine the most appropriate steps to address the root causes of
your current situation.
Step 4 – Action Plan implementation
Finally, we use the diagnostic assessment and resulting Process
landscape as the basis to putting together a structured plan
(incorporating rapid interventions to get you and your processes
back on track quickly). Our in-depth knowledge of financial
institutions, their business operations and IT systems allows us to
work with you and your team to determine the most optimal path to
get you back on track rapidly.
Are you ready to start resolving your difficult challenges?
We are confident we can help you transform the service quality of
your offshored and outsourced service operations. We will help you
eliminate 50% of the service quality gaps of these operations within
90-120 days. Our work with you is backed
by our no-quibble, guarantee – “no fees unless you are completely
If you would like to discuss your particular situation and
challenges and how our 'Service Transformation' service can work for you
then please feel free to call now for a 'no obligation' initial
discussion. You can reach me, John Corr, on Tel: 020 7748 2225 or
email me at