The ambition of the organisation was to be consistently ranked No.1 by key customers.The scope of work was to design a Capability Maturity model for a specific function with the objective to deliver a differentiated customer experience and an ability to scale efficiently across different customer segments.
What we did
We interviewed customers & key stakeholders, benchmarked competitors and reviewed industry leading practices. The purpose of the function was clearly defined and comprised of six areas. We then designed a Functional Maturity Model (basic-advanced-world class) for each area and completed a Gap Analysis.The Gap Analysis highlighted regional differences with many variances evident across all capabilities on the maturity curve.
What was the outcome?
Together with the leadership team we made informed decisions on workforce development & training, focused attention on the capabilities to be retained and made recommendations on new capabilities to be developed.