Operational Performance

Customer Experience and Service Quality is driven by excellent Operational processes, performance, and productivity. We know that organisations that deliver customer services through functional siloes do not provide a good experience to their customers and this results in less than optimal business results.

It is no surprise that processes and services which provide the fastest, most customer-centric, painless, and rewarding customer experience also, quite logically, destroy cost.

A simple, intuitive, digitised process with the least number of hand-offs, steps is going to be a low cost process.

PPC are experts on Operational performance driven by customer experience and strategic outcomes. We are able to apply our experience and methods to provide the following value and outcomes:

  • High Performance Operations where cost is destroyed

  • Customer Experience, Value, and Benefits-driven

  • Leaned cost-effective teams integrated to front-line customer services

  • Business engagement and ownership, seamless integration project to business

  • Benefits driven business led delivery

  • People sensitive customer outcomes


  • Benchmarking

  • Customer Journey Mapping

  • Process Complexity Analysis and Frameworks

  • Strategic Architecture Analysis

  • Target Operating Model Development

  • Performance Analysis, Requirements and Design

  • Active Capacity Management

  • Dashboards, Balanced Scorecards for Business

  • Strategy as Action