Enhancing operational efficiency at Lloyd's Register
Overview
Lloyd's Register (LR) is a global leader in providing engineering and technology services for the maritime industry, founded over 260 years ago. With operations in 171 countries, LR focuses on ensuring safety and compliance in shipbuilding, offshore operations and asset management. The company supports over 4,000 users and manages over 13,000 end-user devices and 300+ applications. LR sought HCLTech to integrate its services across a diverse supplier ecosystem to enhance operational efficiency and user experience.
The Challenge
Distorted supplier integration leading to operational challenges
LR faced several challenges in aligning its newly onboarded suppliers with its operational goals:
- Prolonged Root Cause Analysis (RCA) timelines: Delays in RCA processes led to extended issue resolution times and inconsistent investigation quality, which were inconvenient to their users
- Supplier process diversity: The varied processes and ways of working among suppliers created complexity and hindered seamless integration
- Lack of dedicated catalogs and feedback mechanisms: Insufficient user satisfaction surveys and absence of dedicated catalogs made it difficult to triage issues efficiently, reducing the overall quality of service
- Stakeholder alignment: Coordinating and aligning multiple stakeholders with differing priorities and processes was a significant governance challenge
LR remained committed to aligning its operations to improve service delivery.
The Objective
Aligning suppliers for a future-ready, efficient ecosystem
Our objective was to streamline the integration of new suppliers, enhance operational efficiency and improve user experience through automation, faster issue resolution and improved RCA quality. By aligning Service Level Agreements (SLAs) and Joint Ways of Working (JWOW), LR aimed to ensure consistent service delivery across their ecosystem while fostering collaboration between suppliers.
The Solution
Improving service delivery with HCLTech Enterprise SIAM
We implemented our comprehensive framework, HCLTech Enterprise SIAM, to improve LR’s supplier collaboration and integrate diverse processes into a unified system. Key steps included:
- Supplier collaboration and enablement: Regular training sessions and meetings helped align suppliers and fostered a collaborative approach to problem-solving, ensuring smoother integration and consistent service delivery.
- Process and tool integration: We integrated agreed-upon JWOW and enhanced LR's ServiceNow platform to improve supplier performance and streamline operations.
- Proactive incident management: A new user escalation process for high-impact incidents and reinforced problem management helped reduce delays in issue resolution.
- Automation and user experience enhancements: We promoted automation within LR’s ecosystem to resolve issues more efficiently and improve user interfaces on mobile apps and portals. Automation also enriched the Service Request Catalog and introduced persona-based order guides for greater efficiency.
The Impact
Lloyd's Register's measurable wins from SIAM integration
Our collaboration resulted in significant operational improvements and user satisfaction gains for Lloyd's Register:
- 60% reduction in aging incidents: Faster resolution of outstanding issues led to a significant decrease in aging incidents, improving operational efficiency.
- 98% change success rate: High success rates in implementing changes demonstrated the effectiveness of the new SIAM approach.
- 50% reduction in P1 and P2 Mean Time to Repair (MTTR): The time required to repair high-priority incidents was halved, ensuring timely service restoration.
- 97% utilization of service desk knowledge base for first call resolution: The service desk was able to resolve issues more efficiently using the knowledge base, enhancing first-call resolution rates.
- 97% user satisfaction rate: The improvements in service delivery, automation and user experience resulted in exceptional satisfaction scores.
- 270% increase in service request catalog entries: Automation and enhanced catalog management led to a significant increase in service request entries, streamlining the service process.
The transformation demonstrated how SIAM best practices could drive measurable improvements in operational efficiency, incident management and user satisfaction.
