BPO (business process outsourcing) project turnaround

Client:

Telecommunications group

Objective:

Get a new BPO implementation programme back on track.

Challenges:

The existing programme was far behind schedule, with obsolete project plans, very low supplier delivery quality and an exhausted project workforce.

Approach:

Holding interviews with project sponsors, as well as workshops with the key players, in order to gain an insight into the reasons for this crisis. Simultaneously focusing on specific solutions meant that measures to turn the project around could be implemented rapidly. Management processes were redefined based on best practices such as PRINCE2, plans were revised, the commitment of project leaders was strengthened, and project resources were realigned.

Results:

Within 3 months, the project was back on track, the workforce was motivated, and there was a greater sense of quality awareness, which allowed the next project phases to be completed successfully.