From 35% to 95%: Restoring Operational Performance in 90 Days
Industry: HR Services & Business Operations
35% → 95%
SLA performance in 90 days
The challenge
An established service delivery operation was achieving only 35% of its service-level performance target. Inconsistent processes, gaps in cross-functional knowledge, and workforce alignment challenges were affecting the team's ability to meet client expectations.
The organization needed more than a short-term performance improvement. It needed a sustainable approach to accountability, team effectiveness, and service delivery.
Our approach
Through a structured 90-day improvement initiative, Donna Hundley led efforts to:
- Assess operational performance and identify gaps in service delivery.
- Establish clear performance expectations and improvement priorities.
- Introduce cross-functional training to strengthen understanding of downstream processes and dependencies.
- Align team responsibilities with individual strengths, including repositioning a team member into a better-suited role.
- Implement consistent performance monitoring, coaching, and accountability practices.
The results
The team reached its 95% service-level target through improved workforce alignment, cross-functional capability, and operational discipline.
The initiative also strengthened employees' understanding of how their work affected colleagues, customers, and overall business performance.
The business value
This engagement demonstrates how organizations can improve operational results by addressing the connection between people, processes, and performance.
Better alignment. Stronger accountability. Measurable results.
Facing Operational Challenges?
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