Executive Summary

6S Consulting successfully established and managed comprehensive Service Desk operations for a global FMCG client with operations in Switzerland and Barcelona. Through meticulous transition management and operational excellence, we achieved seamless vendor transition, established "cruise control" operations within months, and elevated the partnership from traditional service delivery to trusted strategic advisor status. Our self-managed approach to SLA achievement demonstrated exceptional operational maturity and business value creation.

Client Challenge

The Situation

Our global FMCG client faced critical IT service delivery challenges across their European operations:

Operational Inefficiencies

• Inconsistent service delivery quality from incumbent vendor in Barcelona

• Escalating service desk costs without corresponding value improvement

• Poor user satisfaction scores impacting employee productivity

• Lack of proactive issue resolution and continuous improvement initiatives

Strategic Constraints

• Complex multi-location operations requiring seamless coordination between Switzerland and Barcelona

• Stringent SLA requirements essential for business continuity

• Need for vendor transition with zero business disruption

• Requirement for scalable service model supporting global expansion

• Declining employee satisfaction due to IT service issues
  
  

6S Consulting Solution

Strategic Approach

We designed a comprehensive managed service desk transformation focused on four strategic pillars:

1. Seamless Transition Management

• Developed detailed transition roadmap with zero-disruption methodology

• Created comprehensive knowledge transfer protocols from incumbent vendor

• Implemented parallel operations during transition period to ensure continuity

2. Operational Excellence Framework

• Established "cruise control" operating model for consistent, predictable service delivery

• Implemented self-managed SLA achievement processes eliminating external oversight requirements

• Created continuous improvement mechanisms for sustained performance optimization

3. Geographic Integration

• Unified service delivery across Switzerland and Barcelona operations

• Established seamless collaboration protocols between distributed teams

• Implemented consistent service standards regardless of user location

4. Strategic Partnership Evolution

• Transitioned from traditional vendor relationship to trusted advisor model

• Established proactive service delivery approach anticipating business needs

• Created value-added services supporting broader business objectives

Service Delivery Capabilities

Multi-Location Service ExcellenceMeasurable Results

Operational Performance

• 99.8% SLA Achievement across all service categories within 6 months

• Zero Business Disruption during complete vendor transition

• 40% Reduction in average incident resolution time

• 95% User Satisfaction Score (improved from 67% under previous vendor)

Business Impact

• 30% Cost Reduction in total service desk operational expenses

• 60% Decrease in escalated incidents requiring management intervention

• 85% First-Call Resolution Rate eliminating repeat user contacts

• 100% Self-Managed SLA Achievement without external oversight requirements

Strategic Value Creation

• Trusted Partner Status: Elevated from vendor to strategic advisor relationship

• Proactive Service Delivery: 75% of issues identified and resolved before user impact

• Business Continuity Enhancement: Zero unplanned downtime incidents since transition

• Innovation Pipeline: 12 process improvement initiatives implemented in first year

Transformation Journey: From Service Delivery to Trusted Partnership

Traditional Service Delivery Model (Pre-6S)

• Reactive Approach: Responding to issues after they impacted users

• Transactional Relationship: Limited to contracted service delivery requirements

• Single-Point Solutions: Addressing symptoms rather than underlying causes

• Vendor Management: Requiring constant oversight and performance management

Trusted Partner Model (Post-6S Implementation)

• Proactive Strategy: Anticipating and preventing issues before user impact

• Strategic Consultation: Providing insights and recommendations for business improvement

• Holistic Solutions: Addressing root causes and implementing systemic improvements

• Self-Managed Excellence: Operating independently while exceeding performance expectations

Client Testimonial

"The transformation 6S Consulting delivered exceeded our expectations in every dimension. The seamless transition from our previous vendor was remarkable – we experienced zero disruption while achieving dramatically improved service quality. What truly sets them apart is their evolution from a service provider to a trusted partner. They don't just manage our service desk; they proactively identify opportunities to improve our entire IT service delivery. Their self-managed approach to SLA achievement gives us complete confidence in their capabilities."

- IT Director, Global FMCG Client

Strategic Differentiators

Proven Transition Excellence

• Zero-Disruption Methodology: Seamless vendor transitions with no business impact

• Rapid Value Realization: Achieving operational excellence within months, not years

• Knowledge Retention: Comprehensive capture and optimization of existing processes

• Stakeholder Confidence: Maintaining user satisfaction throughout transformation

Self-Managed Operational Model

• SLA Independence: Achieving performance targets without external oversight

• Proactive Management: Identifying and resolving issues before client awareness

• Continuous Optimization: Regular process improvements driving enhanced value

• Strategic Insight: Business intelligence and recommendations beyond service delivery

Multi-Location Expertise

• Cultural Integration: Effective coordination across diverse geographic locations

• Regulatory Compliance: Meeting local requirements while maintaining global standards

• Language Capabilities: Native language support across all operational regions

• Time Zone Coverage: Seamless 24/7 service delivery across global operations

Ready to Transform Your Service Delivery?

6S Consulting's proven managed service desk expertise can help your organization achieve:

• Seamless Vendor Transitions with zero business disruption

• Self-Managed SLA Achievement eliminating oversight requirements

• Trusted Partner Relationships providing strategic value beyond service delivery

• Multi-Location Excellence with consistent global service standards