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Case Study
An operations strategy for growing success.

By building an operating model to support a specialist lender in reaching their five year plan, we provided £34m cost benefit.

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Case Study
Driving productivity in complaints handling.

Our project increased productivity at a high street bank complaints handling centre by 30%, saving £4m per year.

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Case Study
Standardising and refining hotel operations.

Creating a blueprint for consistent customer experience unlocks over £600k in potential benefits.

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Case Study
International credit card collaboration.

Global collaboration drove customer improvements in an international bank’s Latin American arm.

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Case Study
Integrating IT and operations to enhance customer experience.

New operations management practices enhanced customer experience and increased capacity at a leading UK insurance provider.

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Case Study
A new design for sustaining success.

Our operating model design project with Atos improved customer experience for one of their key clients and saved £1.5m per year.

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Case Study
An operating model for shareholder value.

Strategic transformation of a large insurance broker’s operating model delivers a $6m benefit in the pilot territory over 3 years.

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Case Study
Cheering football fans.

Improving customer service for a leading Premier League football club.

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Case Study
Creditworthy customer experience.

A credit card division of a global bank set a strategic ambition to be in the top 3 companies ranked by NPS within 3 years.

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Case Study
Improving credit card customer experience.

A large international credit card company managed its marketing strategies largely within single campaigns and programs.

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Case Study
Improving quality in a testing environment.

A large and strategically important provider of laboratory analysis needed to improve throughput, first time quality and turnaround time.

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Case Study
Transforming operations against fraud.

A bank's fraud department had seen work double year-on-year; our work led to a 20% increase in productivity and improved customer service.

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Case Study
Building a new banking business.

A UK bank was faced with a significant increase in complaints cases due to regulatory changes.

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Case Study
Transforming the banking experience.

Investigating how a Bank could deliver customers a great experience if forced to complain.

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Case Study
Preparing for systems implementation.

Claims processing division in a UK-based general insurer required a complete process redesign.

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Case Study
Reducing Lead Times for Old Mutual.

The quarterly and monthly financial reporting process was causing significant concern for an insurance provider.

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Case Study
Logistical challenges.

A third-party logistic services business was experiencing increasingly aggressive price competition, which created pressure on margins.

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Case Study
Improving service, reducing HR costs.

Improving the quality of HR services in a recently restructured UK bank.

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Case Study
A lesson in service improvement.

Service Excellence training in a UK university looking to improve the student experience.

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Case Study
Improving Virgin Media customer experience.

Reducing errors and service failures from sale to installation in a telecoms business.

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Case Study
Cleaning up consumables expenditure.

Reducing operating costs and introducing operational excellence in a Facilities Management company.

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Case Study
Engineering solutions, improving satisfaction.

A UK airline undertaking its own aircraft maintenance suffered from a low rate of on-time delivery from its maintenance department, and low staff engagement.

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Case Study
Increasing profits. Improving service.

A UK energy supplier was looking to expand whilst simultaneously responding to customer feedback on inconsistent service and meeting budget cuts.

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Case Study
Piloting a government agency to success.

A government agency felt it was time to review operating practices and seek to optimise processes, whilst continuing to improve customer service levels.

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Case Study
Driving capacity creation.

A leading global car rental company embarked on a strategic productivity improvement programme aimed at creating additional capacity to support forecasted double-digit growth.

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Case Study
Healthy outcomes in domiciliary care.

A major UK home healthcare business needed to identify and re-engineer key processes in response to pressure on profit margin.

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Case Study
Curing call centre confusion.

A large gas company appointed Gobeyond Partners to undertake a rapid review of contact centre performance in the UK.

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Case Study
Realising multi-million pound benefits.

Redesign of an operating model for a bank following an acquisition, to help realise the potential benefits of the integration.

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Case Study
Reducing the cost of mental health care.

The challenge was to continue providing effective care whilst reducing over-budget costs in a leading hospital group.

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Case Study
Redesigning banking to transform revenue.

A major UK retail bank was suffering from a long lead time to process new investments for wealthy customers.

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Case Study
First-class university results.

Leaders at a top UK university were becoming concerned that global success was being constrained by process and system shortcomings.

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Case Study
From cold food to hot service for P&O Ferries.

P&O’s highest service related customer complaint was that they had been served cold food from the on board restaurants sailing between Dover and Calais.

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Case Study
Creating contact centre capacity.

A UK bank needed to create extra capacity in its call centre operations. Over several years, call volumes had outstripped sales growth, and it was important to identify the underlying reasons.

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Case Study
Multi-million Euro savings for a European manufacturer.

A major bulk manufacturing company with over 20 plants across Europe was seeking to improve capital efficiency and grow capacity without major capital investment. It had already recognised the need for a consistent measure of asset performance across its plants, but lacked an effective improvement capability that would deliver continuous and sustainable improvements

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