Helping BP improve shared service performance while reducing cost

BP’s US-wide retail network of franchisees and dealers receives support for its administrative functions from Elite, an internal shared services company. Elite needed to improve its customer service, operational performance and communication with customers, while also reducing its overall cost to the business, and asked PA Consulting Group to develop and implement a performance management framework to help achieve this.

In line with both BP’s and Elite’s objectives, PA developed an updated service catalogue and working scorecard, and created a set of performance targets based on external industry standards.

By the end of the project, PA had delivered a long-term, continuous improvement in Elite’s service and performance. The scorecard became an effective communication tool which helped Elite quickly regain credibility and confidence from its customers and senior stakeholders. Overall, the project delivered a performance improvement of 74% in just 14 months, while reducing Elite’s annual operating budget by 7%.

To find out how PA can help your organisation to deliver greater value from shared services, please contact us now.