Managed and contract services

Outsourcing contracts are won on price and service levels, then delivered in operations that must absorb every change in volume and scope. Margins are thin, and a contract that starts well can become loss-making within a year if demand or complexity rises faster than the price. Clients increasingly expect their providers to bring improvement ideas, not only to process work.

We work with providers across facilities management, business process outsourcing and contact-centre services. We help design the operation for a new contract, using demand analysis to set staffing and service levels realistically before the bid is final. During transition we help move work, people and systems from the previous provider without disrupting service. In established contracts we find the failure demand and rework that eat into margin, and help providers turn those findings into improvements they can share with their clients.

Many of our managed-service clients also use our training, building lean and service-design skills in their contract teams so that improvement becomes part of how they deliver. Clients typically see contract productivity improve by 15 to 25 per cent, fewer service-level failures, and stronger cases for renewal built on evidence of the value they have added. We are happy to work alongside a provider and its client together, which often produces the most durable results.