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A shared services operation that provided support to a large Central Government body. This support included a large Finance & Accounting business, of which Procure to Pay (P2P) is the largest function, with about 300 full time equivalent (FTE) staff split between multiple sites.
The P2P function managed eProcurement activity and every subsequent step of invoice processing until payment, including post-payment exception resolution.
The client had embarked on an organisation-wide transformation programme, with the aim of improving service levels and creating capacity to allow lower cost growth, whilst concurrently driving performance through increased staff capability. Reinvigoration was engaged to support this programme, leading a programme of transformation work in P2P function.
One core element of the work was to overhaul the established management practices by focussing on the design and implementation of a purposeful measurement system. With the key objectives to:
Guided by key sections of its Operations Capability Assessment tool, Reinvigoration analysed the effectiveness of existing business metrics and supporting management practices which identified a number of key deficiencies:
The design and implementation phase started with the development of top down KPI trees, to create balanced metrics at all levels within the function
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