So that the chemistry is right
Optimization of service management from leading global chemical companies
The customer
With more than 95,000 employees and more than 150 production locations worldwide, our client is the leading chemistry company in the world – The Chemical Company. In 2006, the corporate group received sales of 52,610 million €.
The portfolio includes chemicals, plastics, finishing products, pesticides and fine chemicals, along with petroleum and natural gas.
The project: Service management – adjustment of internal prices for IT services
Through the completion of new IT agreements about the equipment of PC workspaces and the connected services, the client wanted to design their service offer more transparently, to operate more cost oriented and to orientate themselves as an internal provider more towards the desires of the customer.
The task
The number of services that were provided from the global IT organization for their internal customers lead to opacity in the internal stock prices. The consequences were a costly stock price, a special department for the solving of problems and through this, certain complex processes in post-processing of services provided.
Here 2hm & Associates identified the following core tasks:
- standardization of hard/software and IT services that the global IT organization offers their internal customers
- Maintenance of one of the highest possible user benefits from the workspaces and
- determination of the stock prices for different services and levels
The realization
2 hm & Associates was responsible for the conception and development of online guided employee surveying. This preceded an intense analysis of the IST situation of the complete process of the service and the types of costs bound with it. With the help of conjoint analysis, the benefits of the IT components were later determined from the view of the employee and summarized in IT packages. During the continuation of the program, 2hm & associates analyzed the service costs for the service bundle in order to ensure the efficiency of the global IT organization in the service provision.
The result
After execution of the analysis activities and conduction of recommendations, the IT equipment and service components were optimized, which was very positively accepted by the internal customers due to the clear offer structure. However, what was crucial was that a high degree of savings effects could be achieved and at the same time, the assignment of external service providers decreased considerably.