The client had undergone a period of turbulence caused by the pandemic, mergers and acquisitions. The business has identified 4 areas of operational practices where they believed processes could be improved to save cost and to serve customers better. Tessiant were engaged to identify opportunities for improvement, develop business cases, and create a costed change roadmap.

A small Tessiant business improvement team worked closely with the client’s internal team, conducting process mapping and improvement workshops across Finance, Customer Service, Hospitality and Event Day Operations. This analysis, combined with a review of financial spend, informed the development of individual business cases for each identified improvement. These were then consolidated into a comprehensive delivery roadmap, dividing the overall program into over 40 smaller, prioritised projects. The roadmap considered delivery complexity and optimal timing for change activities throughout the year.

The client adopted the initiatives and roadmap and is currently implement the project over a three-year period. They expressed satisfaction with the sensitive approach taken during the process, which could have been perceived negatively by colleagues. The result was a set of robust, actionable recommendations. The anticipated benefits include a mix of increased sales, improved margins, and cost savings, projected to delivery between £0.5m and £1.2m over the next three years – a significant uplift in operating profit, with the majority of benefits expected within the first year.

Following the process improvement work, and to further empower the client in managing and implementing the identified changes, Tessiant established a Project Management Office (PMO) function. This included providing the client’s internal team with standardised templates, streamlined processes, and clear governance frameworks.

Prior to Tessiants involvement with the PMO, a third-party consultancy had undertaken some preliminary work with the client to create Project Charters for identified strategic projects. Tessiant built upon this foundation, refining these charters and ensuring closer alignment with the client’s overarching strategy. Contributing to the development of both existing and new strategic projects, we provided hands-on support to ensure effective execution and alignment with overall strategic objectives.

Beyond project-level support, Tessiant provided crucial governance at the executive and strategic decision-making levels. This included facilitating key meetings, providing expert advice, and establishing forums to ensure structured and informed decision-making. The comprehensive approach enabled the client not only to identify areas for improvement but also to effectively manage and implement those improvements for long-term success.