Innovation Case Studies
Innovation and Technical Services
Client: A diversified, global chemical company operating through four divisions, with revenues of about $7+ Billion, focused on strategic, profitable growth that will enable them to achieve and maintain leadership in key markets in which they compete.
Business Situation: Providing Technical Service support to customers is a key element of the product sale and is growing in importance as customers downsize their own technical organizations. Due to multiple acquisitions, the client had several models for tech service processes in the Company. The cost of this Tech Service support led to higher costs for the Companys materials when compared to competitors.
Business Need: The client desired to:
- Make Technical Services Best in Class and leverage this point of differentiation to fuel profitable growth.
- Optimize the Technical Service business processes; using common process where it makes business sense, but allowing for customization/distinct approaches where business differences dictate.
- Develop metrics to help measure the effectiveness and business contributions of Technical Services that will facilitate the profitable allocation of TS resources.
- Clarify and recommend the optimum organizational interfaces and responsibilities of Technical Services vis--vis the business divisions, Sales and R&D.
Why CCC was Hired: CCC could provide a four-consultant team, with an emphasis on most team members having significant, but differing exposures to the chemical industry, leveraging varied skill sets/backgrounds (Key Account Management; Customer Purchasing; Sales/Customer Business Development; R&D/Technical Services) and importantly strategic, out of the box thinking and visionary skills. CCC consultants, Joe Cucci, Bruce Stirling, Pete Wade and Mary Jensen provided these in addition to experience with work process documentation and consumer understanding.
Consulting Project: In-depth interviews were conducted with Tech Service employees and their key customers across all divisions as well as with key stake holders in other functions with in the Company. These interviews were designed to identify:
- How Tech Service requests are generated;
- How Tech Service requests are prioritized;
- How Tech Service resources are allocated;
- Satisfaction among customers and stakeholders on how these requests are fulfilled.
Based on this information work process documentation was done for each division and a SWOT (strengths, weaknesses, opportunities and threats) analysis was done for the Company.
Consulting Outcome: The Company was able to reapply best practices on from one division to another with a focus on work processes and metrics. The major overlap in resources between Technical Sales and Technical Service was identified which when corrected would lead to more cost effective coverage of clients. In addition, the data generated was used to better quantify the value of Tech Service to customers and provide a basis for continued investment in the area.
Contact Information Call or email Dick Bruder, CCC President/CEO, at (513) 233-0011 or dbruder@cincconsult.com
