Contributed by: Kelli Pierce | Senior Vice President, Operational Excellence, Mastercard
Our 2020 Global OpEx Trends Report includes a new section called Profiles in OpEx. These profiles feature real-world insights and best practices on utilizing Operational Excellence from industry professionals. An excerpt of this article appears in our report.
Originally, our business began as a practice that offered standalone, ad hoc, custom offerings to clients to solve specific needs. We found, over time, that these custom solutions would be helpful and useful for many clients across multiple geographies.
While syndicating products is a brilliant idea for driving recurring, cost-effective revenue, the challenge with custom solutions is that they are rarely initially built with scale in mind. As such, when we began deploying these solutions to multiple clients, we began to see the cracks in the unscalable foundation grow. Unfortunately, these cracks manifested themselves as client-impacting issues, such as:
- data quality errors
- delayed delivery of services
- poor resolution times in applying fixes
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