SERVICE MANAGEMENT TRANSFORMATION
Achievement:
This project was crucial to DHL winning the itSMF ITIL Project of the Year Award 2004. It benefited 170,000 users globally, and DHL enjoyed an impressive cost saving of 20%.
Scope:
DHL needed to achieve a service management operation that followed the sun, across culturally diverse locations in the US, Europe and Asia.
What we did:
Our first steps involved establishing discussion groups from each location that reviewed current processes and suggested the best process for the new service. We managed the stakeholders and the global process review.
We managed the development of a web platform to share the results. Employees were able to access a portfolio of efficient web based procedures and standards to improve and manage performance, and ensure controlled service management.
What the client said:
"Instrumental in moving the new DHL organisation onto a common platform and also a major factor in the project being recently awarded itSMF Project of the Year." Global Service Desk Solutions Manager: Global IS Infrastructure Services, DHL
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ALIGNED PROGRAMME DELIVERY TO THE MARKET
Achievement: Succeeded in implementing a new Agile delivery model and starting the governance framework for the enterprise.
Scope: OS’s £20m flagship programme to support a raft of innovative new digital products needed strong support.
What I did: Created new Programme Board structure with appropriate reporting; aligned business plan, vision, portfolio and road map; restructured delivery model from waterfall to agile; and re-invigorated and inspired programme team with strong leadership. Applied knowledge of software development and delivery processes, methods and best practice. Built and maintained effective relationships across the business. Continually improved performance and delivery, through incremental change, with Agile.
What the client said:
Bob was a great support when I moved into a new role. He has the ability to put any situation into context, based on his extensive previous experiences and sound theoretical knowledge base. He has an engaging style, is a good listener and I enjoyed our time working together – Gareth Evans, Release Manager (Core-Geospatial Systems) at Ordnance Survey
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PORTFOLIO RESTRUCTURE DURING TRANSFORMATION
Achievement:
European Governance was successfully established across all domains, with 40 project managers reporting direct to Head of Programme Management and Domains.
Scope:
To assist the largest global logistics company to restructure their European operation from the UK to Prague.
What we did:
During the company’s largest European business transformation, we delivered key programme and service management products (ITIL service management, governance, new ERP reporting system and multi business type and cultural training), covering:
"While I was under pressure with the business, Bob managed the internal issues (HR, project reporting to senior management - up to the level of the Head of IS in Prague responsible for 800 personnel).” Head of Domain: IS Program Management Europe, DHL
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Achievement:
Notwithstanding proposal was not accepted, succeeded in creating model and key processes that were applied successfully by DHL in subsequent bids.
Scope:
DHL identified £60m potential synergies for London Health between London Procurement Programme and St Georges Hospital.
What Bob did:
Engaged to manage bid. Created business case; defined strategy and product / commercial opportunities; qualified opportunity with LPP; prioritised delivery of plan; created auctions, product switching and OJEU market tenders; and developed contract outline.
________________________________________________________________________________JUST IN TIME TO NEW RETAIL MARKET
Achievement: Planned Recovery of highest priority programme for CIO, Programme Director and Board level Steering Group.
Scope:
Managed business programme within new market development to supply just in time on line solution for new food market.
What we did:
Recovery of current project phase, creation of Governance, roles and responsibilities, planning, risk management, resource planning, contingency assessment.
Achievement:
This project was crucial to DHL winning the itSMF ITIL Project of the Year Award 2004. It benefited 170,000 users globally, and DHL enjoyed an impressive cost saving of 20%.
Scope:
DHL needed to achieve a service management operation that followed the sun, across culturally diverse locations in the US, Europe and Asia.
What we did:
Our first steps involved establishing discussion groups from each location that reviewed current processes and suggested the best process for the new service. We managed the stakeholders and the global process review.
We managed the development of a web platform to share the results. Employees were able to access a portfolio of efficient web based procedures and standards to improve and manage performance, and ensure controlled service management.
What the client said:
"Instrumental in moving the new DHL organisation onto a common platform and also a major factor in the project being recently awarded itSMF Project of the Year." Global Service Desk Solutions Manager: Global IS Infrastructure Services, DHL
________________________________________________________________________________________
ALIGNED PROGRAMME DELIVERY TO THE MARKET
Achievement: Succeeded in implementing a new Agile delivery model and starting the governance framework for the enterprise.
Scope: OS’s £20m flagship programme to support a raft of innovative new digital products needed strong support.
What I did: Created new Programme Board structure with appropriate reporting; aligned business plan, vision, portfolio and road map; restructured delivery model from waterfall to agile; and re-invigorated and inspired programme team with strong leadership. Applied knowledge of software development and delivery processes, methods and best practice. Built and maintained effective relationships across the business. Continually improved performance and delivery, through incremental change, with Agile.
What the client said:
Bob was a great support when I moved into a new role. He has the ability to put any situation into context, based on his extensive previous experiences and sound theoretical knowledge base. He has an engaging style, is a good listener and I enjoyed our time working together – Gareth Evans, Release Manager (Core-Geospatial Systems) at Ordnance Survey
_______________________________________________________________________________________
PORTFOLIO RESTRUCTURE DURING TRANSFORMATION
Achievement:
European Governance was successfully established across all domains, with 40 project managers reporting direct to Head of Programme Management and Domains.
Scope:
To assist the largest global logistics company to restructure their European operation from the UK to Prague.
What we did:
During the company’s largest European business transformation, we delivered key programme and service management products (ITIL service management, governance, new ERP reporting system and multi business type and cultural training), covering:
- Analysis of senior management requirements to create governance processes, content and capacity planning systems. We also facilitated change management during the transition to a European programme office, presenting to the European Head of Programme Management.
- A feasibility study for business intelligence systems, followed by the internal aspects of a pilot focusing on the structure of programme and project managers.
- European team training and rollout was coordinated for key operational software (MS Project).
"While I was under pressure with the business, Bob managed the internal issues (HR, project reporting to senior management - up to the level of the Head of IS in Prague responsible for 800 personnel).” Head of Domain: IS Program Management Europe, DHL
________________________________________________________________________________________
Achievement:
Notwithstanding proposal was not accepted, succeeded in creating model and key processes that were applied successfully by DHL in subsequent bids.
Scope:
DHL identified £60m potential synergies for London Health between London Procurement Programme and St Georges Hospital.
What Bob did:
Engaged to manage bid. Created business case; defined strategy and product / commercial opportunities; qualified opportunity with LPP; prioritised delivery of plan; created auctions, product switching and OJEU market tenders; and developed contract outline.
________________________________________________________________________________JUST IN TIME TO NEW RETAIL MARKET
Achievement: Planned Recovery of highest priority programme for CIO, Programme Director and Board level Steering Group.
Scope:
Managed business programme within new market development to supply just in time on line solution for new food market.
What we did:
Recovery of current project phase, creation of Governance, roles and responsibilities, planning, risk management, resource planning, contingency assessment.