Case Study: Financial Services Outsourcing

An international financial services outsourcing company were having problems maintaining service quality with a major client. A series of service issues had led the client to conclude that risks were not being identified or managed and relationships were becoming strained.

The De-Risk ABCD process was applied across the account and immediately had a positive impact. This was improved further when the client was fully integrated into the process and joint Risk Review Boards were initiated. Within two months the account was transformed and the client's ratings of service quality changed from "Red" to "Green". Based on the success of this implementation, the process is being adopted as a company wide standard.

Assure has been selected as the supporting toolset and a version that extends operability to PDA's has been developed to ensure that senior management are always in touch with the latest risk status.