Client Success
Stories
We Do,
Stories Speak
Client success stories provide insights into how Kepner-Tregoe consulting and training services resulted in measurable improvements in targeted KPIs.
Client success stories are organized by industry, but many are relevant across industries because they illustrate dramatic results based on the application of analytic thinking to the problems, plans and decisions made by individuals and teams in our increasingly digitized and changing business environment.
Needle in a Haystack. Finding Root Cause Saves €2.8 Million
Challenge
At a Siemens plant that produces custom logic and memory chips, a corrosion problem occasionally developed on aluminum interconnects, and chips had to be discarded. For ten years—since production began—the problem resurfaced every few months but defied resolution. The complexity of production and the elusiveness of the problem made finding the cause similar to finding a needle in a haystack. Production involved over 4,000 people and 400 different steps; complicated by a problem that occurred infrequently and disappeared during testing.
Result
A cross-functional team drawn from various departments tackled the problem again, this time using KT Problem Solving and Decision Making processes. With Situation Appraisal, the team was able to sort concerns, break issues into workable pieces, and set priorities. The corrective action proved to be 100% effective, and production was converted to the new process. Eliminating the faulty steps reduced material costs by €108,000. More important, production delays disappeared, customer satisfaction improved, and Siemens saved €2.8 million in losses due to defects.
Improving IT Incident Management Performance
Challenge
Target Corporation wanted to close the gap in their high severity incident management processes. The goal was to speed up resolution while minimizing operational and customer impact resulting from those incidents across their global technology services organization.
Result
A pilot project was implemented. Over a four-month period, Kepner-Tregoe worked with the High Severity Incident Management group of one of the major technology groups. The results included: 74% reduction in Mean-Time-to-Restore, 77% reduction in Variation and Increase in the percentage of “Global Incidents Avoided” and an improvement in process quality and consistency.
Business Process Improvement (BPI)
Challenge
For one consumer goods company, the process that needed improvement most was not in manufacturing, marketing, or another common business function, but in the procurement and maintenance of intellectual property (IP)—the management of intellectual capital, embodied in the organization’s trademarks, trade names, and copyrights. Key issues surrounding the existing IP management process were identified and deficiencies of the process were raised during a review of the company’s business strategy.
Result
A BPI team was assembled that included executive decision makers, subject matter experts, and a Kepner-Tregoe (KT) consultant. The BPI team focused on understanding how the work was currently performed and selecting how it should be performed from various alternative process designs. Metrics were embedded into the improved process to allow for continuous improvement. The new process realized a 38% reduction in IP processing costs and reduced risk to key assets.
Accelerating and Improving Decision Making for a Major Capital Expenditure
Challenge
CSR Limited (CSR) is one of Australia’s leading manufacturing companies with operations in Australia, New Zealand, and Asia. The company identified the relocation of the Dongguan Rockwool plant as a top priority. CSR needed to select land for the plant, but this decision was complicated by stakeholders with differing objectives. DA has helped area managers articulate their thinking in a more logical and structured manner and to understand the risks associated with a decision.
Result
CSR management from Australia and Asia turned to KT Decision Analysis (DA) to address the land selection issue. CSR management from Australia and Asia turned to KT Decision Analysis (DA) to address the land selection issue. The process helped area managers clearly outline the objectives associated with three “Rs”—Results, Resources, and Regulations—thus enabling management to spend time and effort debating which objectives were Musts or Wants and then weighing the importance of the Wants.
Builds Client Satisfaction with Better Project Management
Challenge
A Singapore-listed corporation’s capabilities in Design, Building and Management has given it a competitive edge. Their recent project was a mixed development comprising of a multi-story condominium and hotel as well as a retail podium. Given the strategic and iconic nature of this development, it was singled out by the company’s senior management for KT to provide project management support. The underlying intents were to embed robust project management practices that govern the construction of the iconic project; and in the longer term, develop a customized model that can replicate success at other project sites.
Result
Kepner-Tregoe Project Management combines the technical and people skills that are fundamental for effective project management. Its practical, step-by-step approach results in the successful management of projects, regardless of size or complexity. KT’s comprehensive method for strengthening project management expertise in the construction industry consists of four distinct phases. Drawing on its proven processes for problem solving and decision making, risk management and human performance, KT Project Management provides the capabilities needed to bring construction projects in on time and within budget.
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