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Mining Shared Services

NEEDS-BASED RESULTS

 

Mining Shared Services

SITUATION

Payroll and Employee Services group at a leading mining operation had consistently performed below its Customers' expectations.

DRIVER GOAL

  • Develop and implement a system for managing based on facts and data and train team members in the delivery of the “retail experience.”

RESULT

  • Improved SLA performance by 16%.
  • Reduced Past Dues by over 80%.
  • Reduced dropped calls by over 60%.
CS-362 large

Case Study

Improve Operations & Customer Service

Issue

The Shared Services operation, and specifically the Payroll and Employee Services group, at one of the world’s leading mineral mining operations had consistently performed below the level of expectation of the customer base. There was a sense in the customer community that the services provided were not commensurate with the cost incurred. The Highland Group was engaged to develop a process within Shared Services to manage the business, measure improvements, engage the customers, and take the organization to a new level of performance.

Highland Approach

Detailed analysis indicated that a major transformation needed to occur within the Shared Services operation, including: defining what information was required to manage the business; developing the data and the data capture process; training and coaching management on how to manage with a system; and training all team members in how to provide extraordinary customer service.

Actions Taken

  • Utilized Lean techniques to identify and target operational improvements.
  • Developed and implemented a comprehensive System For Managing Shared Services, including a new set of comprehensive metrics that accurately reflected the workload.
  • Improved the accuracy and completeness of the data that governed the business.
  • Focused attention on the drivers that impact results—overdue tickets, dropped calls, delaying actions that caused inconsistent work flow.
  • Trained leadership in new concepts of how to manage their business.
  • Trained the entire work force in how to provide significantly improved customer service.
  • Provided a framework for the introduction of new contracts into the shared services operation.

Improved service level agreements by

16%

While reducing past due orders by over 80%

The work you have done has put us in a great position to expand the footprint of Shared Services.

Rod Antal

Global Head of Shared Services

Related Information

industry-based

subject matter-based

Director of Operations

Mining & Metals

Collin is a senior operations executive with 24 years of experience, including Mining & Metals performance improvement projects that convert strategic intent into deliverable actions. An enthusiastic team leader and player who believes in consensus building and participative decision-making, Collin’s recent work has spanned the United States, Canada, Mexico, Brazil, Colombia, Chile, Jamaica, Indonesia, Madagascar, North Africa, West Africa and South Africa.

Project Director

Working Capital

Hamid has over 20 years of experience as a management consultant. He has a wealth of experience in process and operational improvements, corporate strategic planning, development and deployment, global sourcing, supply chain management as well as working capital improvement experience (A/R, A/P, Contract & Vendor Management, Inventory, MRO/Materials & Supplies).

Project Director

Mining

Sean is an executive with more than 17 years of experience in operational management, process improvement, cost reduction, revenue enhancement and consulting in multiple industries, including mining. He has participated in several operational engagements in the mining sector worldwide.

Senior Consultant

Supply Chain

Laurence has more than twenty years of industry and consulting experience in all areas of supply chain management – including inventory management and procurement – and in Total Working Capital management.

Senior Consultant

Working Capital

North America

Joe is an innovative and versatile professional with over 25 years of solid experience building, growing and operating diverse, multi-faceted and geographically dispersed global high-growth organizations. He has an exceptional track record of managing projects that deliver credible and sustainable improvements in cash management, operations, service quality and cost.

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