Benefit: Re-engineered service management processes, affecting 170,000 users globally, saving 20%, contributing to DHL winning itSMF ITIL project of the year award.
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
Client: DH / DEFRA / DTI
Awarded by the MAFF Chief Scientific Adviser for our work commercialising large food research programme for the international scientific community[C2] .
The UK government created its largest international food research programme (£10M) to fight rising cases of salmonella, listeria and other food pathogens, which resulted in serious interest from US and Australia. The objective was to model the behaviour of the food pathogens in a laboratory and use software to reflect that in real foods.
What we did:
We reviewed the business case and delivery plan for a complex grid of models, part way through the programme.
Software was procured and academics then provided the gateway into the software.
We briefed senior civil servants, prepared a Ministerial brief and managed the product launch.
The software was successfully licensed to the food, health and chemical industry, which resulted in serious interest from the US and Australia. We were delighted to be awarded ‘...a special bonus for work on the commercialisation of Food Micromodel’ from the MAFF Chief Scientific Adviser.
What the client said: "I am only too well aware of how much hard work this task has required. There is no doubt that without your dedication to it, we would not have been able to complete the tendering process and issue a licence as quickly as we did." Head of Food Safety & Quality (First Chief Executive of FSA).