Quint Case Studies

Service Management: Multi-dimensional approach

Our client, a large institution within the social securities  environment, was facing the challenge of privatization. For its IT  department it meant a shift from internal to external clients with all  its consequences for services, management, organization and personnel.

Quint designed and managed a large change program addressing the need  to radically improve quality of services and delivery processes, change  the managerial structures, create awareness and gradual cultural change  throughout the IT organization, make new job profiles, train in  competence management and implement balanced scorecards and associated  dashboards.

The organization proved to be able to improve its services and to  expand them to a level that it could actually win and satisfy external  customers. A key success factor was the approach along several  dimensions: strategy, processes, organizational design and Human  Resource (HR), all aligned to reach measurable results.



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