The context
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Leading Financial Information Services provider having a negative 12% CSAT gap from the closest competitor, driven by issues related to Data and Service Quality
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Global leadership team aspiring to be the "definitive source of trusted financial information"
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Historical tactical approaches to improvements delivering diminishing impact with most fundamental root causes not being addressed
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THE SOLUTION
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Conceptualized and kicked-off the global Process Excellence (Lean Six Sigma) initiative across Data Operations, Customer Services, and Customer Order Management
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Build improvement capabilities through training of > 200 Service & Quality Champions (Black and Green Belts), and executed > 250 improvement projects over 3 years across multiple waves
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Rolled out appropriate governance and sustenance mechanisms to enable & ensure program success. Included deployment of MAAR charts, Accountability Reports and institutionalization of Service & Quality workshops
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THE IMPACT
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20-90% improvements achieved over baseline performance levels across different data and service quality metrics, resulting in positive 3% gap CSAT gap
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Enabled reduction in contract cancellations and wins over competition at focused customer accounts leading to estimated USD 200 million additional revenues
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Cultivated a culture of Continual Improvements and Excellence