Collagis
  • Home
  • Services
    • Strategic Business Advice >
      • Business Advisory
      • Business Health Check
      • Executive Team Workshops
      • Transformation Strategy
      • Continuous Improvement Programs
      • Risk Management
    • Engagement Services >
      • Employee Engagement Programs >
        • Gallup Clifton Strengths
        • Gallup Q12 Assessment
        • Team View & Team Diagnostic
        • Resilience Programs
        • Talent & Leadership Development
        • Wellbeing Programs
        • Executive 1:1 Coaching
        • Post Pandemic Team Rebuild
      • Productivity Services >
        • PEP Foundations
    • Capability Services >
      • Operating Model Design
      • Transition Planning & Execution
      • Capability Alignment
      • Organisational Design
      • Staff & Skills Augmentation
      • Global Delivery
    • Program Services >
      • Program & Project Management
      • Program Governance
      • Change Management
      • Process Optimisation
      • Business Analysis
      • Data Analytics
      • Management Reporting and Business Intelligence
    • Marketing Transformation
  • Resources
  • Insights
  • About collagis
  • Contact Us

Case Study 
Product Delivery Governance Framework


Collagis supported a prominent Australian Telecommunications company to set up an end to end Product Delivery Excellence and Governance framework to sit across all pillars of the organisation. 

Picture
BRIEF 

Provide a seasoned Program Manager to: 
  • Produce a framework to address some immediate product issues.
  • Address fragmented ownership by piloting a remediation approach across a sample of products that have been identified. 
  • Co-ordinate input and facilitate sessions at an executive forum.
  • Assist Director to ensure measurable successful outcomes were achieved.
Picture
CHALLENGES 

  • Products launched with varying levels of agreement for ongoing support and operation processes. 
  • Originally intended product SLAs/OLAs (tied to pricing and customer expectation) were often not maintained and contributed to poor customer experiences (long cycle times, backlogs and SLA breaches). 
  • No formal and consistent model for monitoring and governing operational performance of products in market (E.g. defect management and capacity planning)
  • Product managers reactively respond to customer challenges and issues with their products which are escalated by sales and Operations team. 
Picture
SOLUTION

Provide a cross-functional working group to validate the identified root causes of key product issues and to explore options and provide recommendations. 

Collect data from multiple sources (including customer direct feedback) to validate and provide a holistic view of the health of the product. 

Implemented an ongoing executive forum to ensure executive support for remediation actions for immediate issues as well as implementing longer term cultural shifts. 
Picture
RESULTS 

  • Reduction of escalations to executive team and improvement to customer experience with product. 
  • Earlier identification of products with issues (as opposed to waiting for customer escalations).
  • Product issue identification based on actual data instead of people's perceptions or beliefs resulting in issues being remediated quickly and more thoroughly. 

CUSTOMER SUPPORT

Let us help you find what you are looking for

​
​Services

Resources

Insights

About us
​

Contact us ​


​

LET'S STAY CONNECTED

Subscribe today for thought leadership, events,
news and offers from Collagis
Subscribe

FOLLOW US 

COLLAGIS PTY LTD

Level 9, Nishi
2 Phillip Law St
NewActon ACT 2601

​PO Box 40
Oyster Bay
NSW 2225
​
Tel: +61 2 6243 3635

Copyright © Collagis 2015
All Rights Reserved
  • Home
  • Services
    • Strategic Business Advice >
      • Business Advisory
      • Business Health Check
      • Executive Team Workshops
      • Transformation Strategy
      • Continuous Improvement Programs
      • Risk Management
    • Engagement Services >
      • Employee Engagement Programs >
        • Gallup Clifton Strengths
        • Gallup Q12 Assessment
        • Team View & Team Diagnostic
        • Resilience Programs
        • Talent & Leadership Development
        • Wellbeing Programs
        • Executive 1:1 Coaching
        • Post Pandemic Team Rebuild
      • Productivity Services >
        • PEP Foundations
    • Capability Services >
      • Operating Model Design
      • Transition Planning & Execution
      • Capability Alignment
      • Organisational Design
      • Staff & Skills Augmentation
      • Global Delivery
    • Program Services >
      • Program & Project Management
      • Program Governance
      • Change Management
      • Process Optimisation
      • Business Analysis
      • Data Analytics
      • Management Reporting and Business Intelligence
    • Marketing Transformation
  • Resources
  • Insights
  • About collagis
  • Contact Us