Client Success
Stories
We Do,
Stories Speak
Client success stories provide insights into how Kepner-Tregoe consulting and training services resulted in measurable improvements in targeted KPIs.
Client success stories are organized by industry, but many are relevant across industries because they illustrate dramatic results based on the application of analytic thinking to the problems, plans and decisions made by individuals and teams in our increasingly digitized and changing business environment.
Global bank reduces priority 1 incidents by 50% in year one, and additional 20% in year two
Challenge
A global bank was struggling to improve problem management in vastly different IT infrastructures. They turned to Kepner-Tregoe (KT) and its problem management tools to address each unique challenge. A leader in a second organization was looking for KT to assist in addressing the problem management issues after joining a new institution.
Result
Kepner-Tregoe proposed and implemented a multi-stage restructuring plans to address each unique problem with the same set of analysis techniques. Despite two very different IT infrastructures and problem management challenges, Kepner-Tregoe ramatically reduced the number of critical incidents at both banks within the first 12 months.
Increasing IT Stability
Challenge
A major global investment, wealth and services management company and one of the largest custodian of assets in the world was looking to increase its IT stability through better root cause analysis of major client-impacting incident. IT problems were being handled through a dispersed group of individuals, without having a clear strategy or aligned approach, making sustained improvements virtually impossible. The goal was to recognize a minimum of 20% improvement in overall stability of Priority 1 incidents.
Result
A pilot project was implemented within the infrastructure organization to improve the overall Root Cause Analysis (RCA) process with the ultimate goal of improving stability. Based upon the rapid engagement of SME's for the root cause investigation by the Problem Manager, reinforced through the disciplined approach of Root Cause Analysis, which resulted in more accurate findings, the program saw a significant improvement in overall stability. Senior IT management approved extension of this program across the rest of the IT environment.
Financial Services
Challenge
A U.S. money center bank experienced a recurring system failure that interrupted their international monetary exchange cycle. The Kepner-Tregoe Situation Appraisal process was used to focus discussion between two software development groups at a regional financial services company based in the eastern U.S. The groups were required to coordinate new software releases for the company’s retail bank, but they were unable to reach an accord.
Result
Using the Kepner-Tregoe Situation Appraisal process, the groups were able to clarify and prioritize major concerns for top management attention and decision making and came to a consensus on a roll-out process, next steps, and responsibilities. Kepner-Tregoe Project Management processes were used, over a six week period, to develop the project plan for the merger of the check cashing and loan operations of two major U.S. commercial banks.
A Sound Decision Saves $1.3 Million
Challenge
In just five years, Ricoh Corporation doubled in size by acquiring five companies with offices throughout the U.S., Canada, and Latin America. Along with growth came an army of insurance providers, brokers, and overlapping insurance plans. Kepner-Tregoe was asked to lead a risk management study team charged with streamlining the overlapping plans. Since mergers and acquisitions can mean layoffs and shifts in the power structure of organizations, the company recognized that people on the team might be reluctant to talk freely and objectively. Team members also had existing relationships and priorities that could make change difficult.
Result
The two brokers built programs of superior coverage with savings of $1.3 million in the first year and $300,000 in the second. In addition, the team negotiated a $79,000 reduction in broker costs by converting to fixed compensation—an opportunity that had surfaced during the SA. By using analytic processes and involving the right people at the right time, the team dramatically surpassed anticipated savings. In fact, Ray calculated that for Ricoh to earn the cash equivalent of what the team saved, based on the company’s consolidation net income after tax, the company would have had to generate $125 million in revenue.
Global IT Team For Oil & Gas Company Achieves ZERO Severity 1 Incidents
Challenge
While this IT desktop support team reached beyond the status quo to reach record performance levels, there is always room for improvement! While the Desktop Scorecard indicated that the support team was performing well, there were issues in the incident-handling processes that impeded higher performance. The team needed an improved approach to analyze incidents with rational thinking, resolve issues faster, increase user base satisfaction, and carry the organization into the future.
Result
Following the analysis phase, Kepner-Tregoe and the oil & gas company collaborated on a global Rapid Process Integration Plan (RPI) comprised of four pillars. It wasn’t long before the results of the plan began to surface. Within three months, the team achieved 0 Severity 1 incidents—an achievement never before reached in desktop service! The team reported that the RPI plan significantly reduced incident rates, improved productivity, decreased loss time and exceeded customer satisfaction levels.
Why KT?
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KT will help you to clarify and remove recurring and
high-impact issues, supporting smoother and more
cost-efficient business operation.
Confidence Under Pressure
KT's unique critical thinking methods are designed to
support you in situations of maximum stress. When it
really matters that you find the best solution, the KT
toolkit is proven to deliver.
Process Plus Experience
KT consultants have a wealth of experience in
supporting clients use of the KT methods in a wide
variety of industries and situations. We can help you
get the maximum value from deploying the KT
toolkit.
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