Improved service quality and profitability

Transforming a global oil and gas services business to improve service quality, customer experience and profitability.

Summary

Our client, a global oil and gas services company, had a clear need to improve their service quality and customer experience worldwide. Missed customer expectations had lost them some contracts and their talent had become thinly spread across the globe. Working with the Chief Executive Officer, we established an improvement programme which targeted activities directly related to service quality and the customer experience. As a result service quality and base operation profitability has improved globally and a significant change in behaviour with a fresh can-do optimism has taken hold.

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“You guys care more about our business than our own employees.”Regional Director Middle East and North Africa