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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 & operations management 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.

Case Study
Cheering football fans.

Improving customer service for a leading Premier League football club.

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.

Case Study
Improving credit card customer experience.

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

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.

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.

Case Study
Building a new banking business.

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

Case Study
Transforming the banking experience.

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

Case Study
Preparing for systems implementation.

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

Case Study
Reducing Lead Times for Old Mutual.

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

Case Study
Logistical challenges.

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

Case Study
Improving service, reducing HR costs.

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

Case Study
A lesson in service improvement.

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

Case Study
Improving Virgin Media customer experience.

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

Case Study
Cleaning up consumables expenditure.

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

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.

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.

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.

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.

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.

Case Study
Curing call centre confusion.

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

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.

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.

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.

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.

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.

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.

Case Study
Multi-million Euro savings for Borealis.

A major bulk plastics 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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