Global Manufacturing & Services Sector
Designing and Implementing a Scalable Service Operating Model Across a Complex Organisation. Aligning strategy, processes and people to deliver consistent customer experience and measurable operational benefits at scale.
“This programme fundamentally transformed how we operate and deliver value to our customers.” – Europe Service Delivery Director, Global Manufacturing & Services Organisation
The Challenge
A large, complex organisation operating across multiple lines of business and geographies faced significant variation in service delivery. Inconsistent processes, duplicated effort and fragmented ways of working were impacting customer experience, quality and operational efficiency.
The organisation needed a structured, end-to-end programme to align strategy with delivery, simplify and standardise processes, and create a scalable service operating model that could be consistently applied across operating companies.
Our Approach
We designed and led a nine-month transformation programme combining strategy deployment, process review, redesign and implementation. The programme spanned 23 operating companies and involved 13 cross-functional project teams, engaging more than 80 people across the organisation.
A core team of Catalyst consultants worked closely with leaders and delivery teams to:
- Design and implement a Service Operating Model aligned to strategic priorities
- Conduct extensive process mapping to understand and rationalise multiple process variations
- Redesign approximately 20 core processes, creating clarity, consistency and efficiency
- Support all Lines of Business, ensuring a seamless, end-to-end customer experience
23 operating companies aligned through a single, scalable Service Operating Model.
Impact
The programme delivered significant benefits across multiple processes and business areas, including:
- Multi-million-euro cost reduction, driven by error reduction and improved validation within high-volume transactional processes
- Improved customer and employee experience through clearer, simpler ways of working
- Enhanced quality and right-first-time performance, reducing rework and inconsistency
- Reduced cycle times, enabling faster internal and external communication
- Greater organisational effectiveness and efficiency through standardised processes
Significant cost, quality and cycle-time improvements delivered across multiple processes.
Outcome
The organisation now operates with a clear, consistent Service Operating Model that aligns strategy with execution across operating companies and lines of business. By reducing variation, improving quality and embedding more effective ways of working, the programme delivered lasting operational improvements and a stronger foundation for future growth.
“Collaborating with Catalyst was one of the most impactful decisions we made.” – Senior Service Delivery Leader, Global Manufacturing & Services Sector
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