Luxury Car Manufacturer - Case Study
The two business units located in Italy are wholly owned subsidiaries of a global motor manufacturer. The company is a leading supplier, for over one hundred years, of premium cars as well as a large manufacturer of commercial vehicles. The strong brands and its comprehensive portfolio of automobiles from compact cars to heavy duty engine trucks are complemented by tailor made services along the automobile value chain. The client is active in nearly all countries in the world, with its headquarters in Germany. The client’s divisions within Italy employ approximately 950 people across multiple sites.
Support of the ICT infrastructure was achieved by two differing methods for the two businesses. The financial services business was supported internally whereas the other business unit was outsourced to T-Systems on a resource based contract, which was due to expire at the end of 2010. The two approaches meant that differing tools and services were used to support the users in Italy.
The challenge therefore was to not only outsource the support of the infrastructure, but to bring unification to the processes and tools across the whole business in Italy.
Quantum Plus had previously supported the outsourcing process for the client, in several other countries in Europe. Utilising the Quantum Plus methodology, previously used in similar projects, the process started with the development of the RFP with supporting documentation such as service definitions, SLA agreements, and contract terms. Quantum Plus was then involved in supporting the entire process through the evaluation of service provider responses, service provider selection, due diligence and contract negotiation and finally, contract signature.
With a fairly aggressive timeline to complete the project in Italy the contract was completed in October 2010 and achieved savings for the client of 38% against previous support costs. The solution also produced common processes and tools by having a single service desk, data centre and support teams for the two business units.
The 5 year contract now in place gives the client a much stronger position to manage the service provider via a services based contract with substantial savings year on year. It also brings improved support services particularly in terms of common procedures for users to adopt when requiring assistance.
