In order to achieve faster processing times for business requests and to monitor and control them in a targeted manner, decision-makers in the internal IT department of a group company in the chemical industry requested consulting expertise and external operational support from Cedura.
In order to achieve the goals set, Cedura worked with the client in a first step to design the workflows required for improved processing. Equipped with the necessary accesses and authorisations for the client’s relevant internal software tools, the optimised process instructions were transparently presented to all project staff in detailed user training sessions and then rolled out to other sites in Europe, America and Asia through internal key-users.
After a conception and implementation period of just under 3 weeks, the new workflows were integrated into the IT request process and also supported operationally by Cedura for a transition period of 3 months. In the process, essential SLAs and KPAs were defined, which enable monitoring and controlling along the entire process.
Thus, for example, it was possible to
- The lead time of requirements from receipt to response was reduced by 45%.
- the individual requirements were reduced by 30
- The satisfaction rate was increased by 11 %.
After the transition period of 3 months, Cedura’s project staff were able to fully hand over the established workflows to the internal IT