Large-scale enterprise
Initial situation: one of the leading Austrian
mobile network operators is aiming at becoming the quality leader as to network availability and service level, in order to reach stronger differentiation in a highly competitive mar-
ket. MATT & PARTNER were engaged to conduct an overall reengineering program in the information technology division with the objective to improve the customers’ quality perception by introducing clear targets, efficient pro-
cesses and easily measurable performance indicators.
Consulting approach: processes in the IT division were analysed and redesigned. New performance indicators were defined and integrated into early-warning systems. On this basis, a balanced scorecard was deve-
loped which perfectly integrates the division targets into the company’s overall target system.
