At a glance
- Objective benchmark results against peers
- Cost, technology and process quality all analysed
- IT strategy and roadmap built on top of hard facts
IT Benchmarking, Strategy and TransformationClient:
With over 7000 employees and 36 years of trading, Noonan is the Republic of Ireland’s market leader for Facility Management. The firm prides itself on a quality service output, whilst running an efficient and cost focused operation.Scope:
Key Business Benefits:
As a growing company, and part of the portfolio of a Private Equity group, the client wished to benchmark the IT functions’ cost and effectiveness as a platform for future growth.
Due to expansion and acquisition there was a concern at senior management level of having outgrown the current solutions. Turnstone were deployed to answer this question and provide a roadmap for the future.
The roadmap has been adopted by the board, with a transformation programme now started. To date the staffing and organisation has been completed, including the ITIL area.
The key decision around ERP is underway, with an Enterprise Architecture review and sourcing due diligence. In addition, a parallel workstream to ‘lock in’ the transformation has commenced, addressing business process and change management.
This work will ultimately substantiate investment plans in IT, where the goals are threefold:
1. To quickly improve the tactical situation the key area of customer billing
2. To enable future growth through full CRM, cross departmental working and operational MIS
3. To increase shareholder value through good processes and systems
The project consisted of two phases:
Phase 1 IT Benchmark
Phase 2 IT Strategy and roadmap development
The benchmark took 8 weeks, with detailed research and questionnaires to collect facts on the current operation, with onsite interviews of key stakeholders.
The scope included applications (suitability now and future), hardware (desktop, server and print), processes (ITIL, helpdesk, quality), staffing levels and IT strategy.
The major deliverables was a detailed 50 page report, covering each of the scope areas, plus a management summary. The latter was presented to the board members and was fully ratified.
Phase 2 IT strategy built upon the detailed report, and further input from the board. A key topic was ERP (Enterprise Resource Planning), and whether to embark on this significant venture, or make better use of the existing applications.
Other key roadmap areas are mobile workforce, ITIL processes, and staffing & organisation.
“Turnstone undertook an IT departmental benchmarking exercise, and compared us against our peers which gave us a valuable business case to resource up our department and dramatically improve service delivery.
Adopting the recommendations from this interaction, Noonan IT have implemented the ITIL framework and all internal processes are being re-aligned with this.
Turnstone offer a very interactive and vendor-neutral sounding board – we have already engaged them to collaborate with us on several other projects.”