BOC Gases
Trinity Horne
Summary
Within the BOC Customer Service Centre (CSC) Trinity Horne were invited to implement the following work streams:
- Business Process Improvement ‘Quick Wins’, a programme to identify rapid process improvements to reduce cycle time and operational cost
- Structural Review, a facilitated programme to redesign the ‘CSC’ operating structure to capitalise on critical mass and functional synergies
- Implementation of a new ‘Management Operating Framework’, a programme designed to increase operational capacity through focussed performance management.
All three programmes were conducted across multiple disciplines within the CSC ranging from the back office processing, call centre and account management disciplines
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