Interview with:

Matthew Halpin - Head of Operations - CitiStreet

 

Q1.  What did you like most about working with reveal group?

"I liked reveal group's approach – it was well planned and well executed.

  I liked their people – the knowledge and experience of the reveal group people on the ground made this program a success."

Q2.  What were your reasons for bringing in reveal group?

"My reasons for bringing in reveal group were:

• I needed a paradigm shift in how those responsible for running the business on a day-to-day basis thought about and managed the operations.
• I needed a consistent approach (tools and methodology) to managing the business more efficiently and effectively.
• The Business Units operated in silos, there was no co-operation across the Business Units.
• Business Units focused on service standards and meeting SLAs, they did not have the frameworks, tools or skills to balance cost, quality and service on an-on-going basis.
• Unit costs were not understood measured or controlled."

Q3.  In the beginning of the project were you skeptical about any aspect of the work being undertaken

        with reveal group?

"Initially everyone in Operations had reservations about reveal group’s ability to add value, but that perception was well and truly put-to-bed once the program commenced.  At the commencement of the program there were pockets within the business that had developed and were utilising their own tools. As a result there was resistance to adopting a coordinated consistent approach across all of Operations. reveal group overcame this skepticism and turned the consistent, coordinated approach into a huge positive for Operations."

Q4.  What solution did reveal group deliver?

"reveal group delivered a consistent pragmatic methodology, approach, framework and tools that are embedded into the business and core to how we now run Operations."

Q5.  What risk did reveal group remove from your business?

"reveal group removed a number of risks from my business:

• A lack of certainty around workforce (staff) requirements;
• Mitigation against financial penalties associated with not meeting SLAs;
• Mitigation against unplanned fluctuations in my biggest expense line – people;
• Embedded ownership of delivering against SLAs with the Business Unit Leaders and the Team Leaders."

Q6.  What are the biggest benefits from working with reveal group?

"The biggest benefits from working with reveal group were:

• The people – all really good, know their stuff, happy to question current practices. Very capable, experienced people;
• They embedded consistent unit costs, productivity and production availability metrics across my entire business;
• I now have a clear understanding as to the cost and cost drivers of every business service I deliver;
• Managers and Team Leaders understand what performance management really is.  Encourages them to engage with their staff and not manage from a console."

Q7.  Would you recommend reveal group to anyone else?

"Absolutely, I have already recommended reveal group."

Q8.  What would you say are the reasons to choose reveal group?

"The reasons to choose reveal group are:

• Their people – without them we wouldn’t have realised the benefits;
• Their experience;
• Their program – it was well structured and planned out;
• Their deliverables – they seamlessly embedded the methodology, techniques and tools that are essential for managing an Operations business effectively and efficiently."

Q9.  Other Comments?

"I’m very happy with the outcomes.  We have a program that is well and truly embedded in the business and will stay there.  reveal group has added tremendous value to my business."

 

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