The Business Analytics service within a major Pharmaceutical company had grown organically and worked on an FTE (full time equivalent)-based model. There was no real service approach, defined processes or transparent pricing. Warn + Co was commissioned to work as part of the wider client team to completely redefine the Business Analytics services and approach. This included:

• Capturing the end-to-end processes for each of the sub-services
   
• Re-defining the services in a way that internal customers would understand
   
• Revamping the service catalogue to be an appealing ‘shop window’
   
• Implementing two service tiers (standard and advanced) to represent the differing complexity of the activities
   
• Defining transparent, value-based pricing of the services and externally benchmarking

Warn + Co worked in partnership with both the Service Development and Delivery teams, including multifunctional working and virtual working with the offshore delivery team in India.
 

What were the results?

The changes were successfully implemented and the group predicted it would achieve approximately 20% increase in service charges received. Warn + Co’s close partnership enabled changes to internal perceptions of the offshored centre, helping them to work better as a single, virtual team. Warn + Co’s approach to process and service design is now being used as best practice to roll-out other service transformations within the client organisation.