IT Ops Transformation for a Global Leader in Beauty Products

Client

The client is a French personal care company headquartered in Paris. It is the world’s largest cosmetics company specialized in hair color, skin care, and the other beauty products

Challenges

The Engagement Scale spanned across 59 countries, 16,000+ users, 9 Languages, 17 SAP platforms, and 24 service catalogs. The client wanted to:

• Accelerate transformation by strengthening process industrialization and automation.
• Improve service quality and reduce risks.
• Secure competency management.
• Cost control.

LTM Solution

With a process mining tool, LTM designed an operating model based on following dimensions:

Transition

• Flexible transition plan factoring zone-specific complexity.
•  Accelerated Transition leveraging LTM Mosaic Profiler tool.

Industrialized Approach

• Industrialized Service line-based Delivery Model with Distinct KPIs.
• Multilingual Operation Command Centre with bilingual workforce supporting 9 languages.
• Progressive transformation model to deliver Locally, Manage Zonally, and Control Globally.

Pragmatic Automation & Innovation

• LTM Mosaic automation platform to eliminate manual work and decrease time-to-market.
• Delivering continuous excellence with Business-led Innovations.

Customer Centricity

• Persona-based support and cultural alignment.
• Comprehensive change management plan right from transition stage

Business Benefits

We are delivering Amplified Outcomes with “Operate to Transform” model:

• Do Less: 13% reduction in work volume with pragmatic automation. 30% incidents resolved at first contact. 
• Do More: 15% user productivity improvement in procurement cycle to process insight and statistics tool. 
• Do Fast: 20% reduction in MTTR. 80% reduction in User Provisioning. 
• Do Better: 26% MTBF improvement in Warehouse Management Process