Serco

Case Study – Serco, Process Improvement Research Project

Situation

Serco is a global outsource services company. It was recognised that in the Defence and Aerospace division much work needed to be done to develop a repeatable method of improving service delivery for any Serco client contract.

Problems

Processes were not understood, let alone mapped in Serco client deployments. Virtually all Serco processes were fragmented. Work did not join up at a service, technology or data level. This hampered good practice, and stopped Serco delivering the excellent service that is their ethos.

Solution

Worth Solutions joined with Serco to staff a project team to develop a repeatable method to understand, map and improve Serco client service delivery processes. A methodology was put together to map service level and system level processes. Coupled with Worth Solutions’ extensive process experience we brought in-depth understanding of technology solutions and implementation.

Results

The output of the project was a method that Serco can apply to any client contract to understand, improve processes. This will lead to extensive financial savings, higher client satisfaction and an increase in winning tender bids with a more mature method for running services. The methodology is currently being applied a Serco client.