“MGH approach is very professional; starting from facts, understanding each piece that may be of importance in the process, analyzing problems, and proposing solutions”.

“Delivery has been made in very appreciated way; timing was respected, easy to understand status/solutions, enabling to focus on next steps”.

“MGH level of expertise was recognised, allowing MGH to share views with top level management of Sony VAIO in Europe”

Jean-Luc Guisset, Sony VAIO

 

Services – Operational improvement

World class service delivery is dependent on having world class back end operational processes. Optimising the performance of your key operations requires both a sound understanding of applicable best practices and a detailed understanding of your current processes, country by country. MGH can help you to develop the to-be processes, map the current situation and plan the implementation processes. We have implemented major global deployment processes for some of the largest global service operations.

Warranty delivery review and re-design

Following a warranty operational review, MGH Consulting were engaged by a market-leading technology company to re-design their warranty delivery across Europe. Bringing together the experience, tools and techniques described above, MGH was able to help their client achieve in excess of €50 million in savings. This was done through, amongst other things, considerable reduction in claim volumes due to improved warranty validation processes; standardisation of partner reimbursement practices, rules and validation; and geographical rationalisation of the whole warranty management process across Europe.

This work continues today and has now included the outsourcing of all warranty claims validation to a low cost EMEA centre and the design and implementation of a material return and recycling centre.

Frame network review

MGH Consulting were commissioned to make an independent assessment of the range and quality of services provided by a major frame network provider. This involved developing a detailed assessment process that covered each area of the services provided and agreeing the assessment criteria with both the client and their end customer. The assessment criteria are now in use across the division and are being used to assess the performance with other customers and to develop improvement programmes