CASE STUDY
Winning the service game through global alignment
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Programme
Shifting from nine projects to one consolidated programme.
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Global operating model
Introducing one global way of working across all of Vestas Service.
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Platform
Consolidating a fragmented technology landscape into one global customer engagement platform.
“This is some of the best decision material we have ever had.”
— Christian Frederiksen, Vice President, Digital Transformation, Vestas
Vestas’ situation & challenges
Vestas has over the last couple of years seen double-digit growth in its service business, which has become the company’s largest profit driver – and today the service organisation holds more than 10.000 employees across 71 locations globally.
With the rapid growth, the service organisation started to observe misalignment across regions and business units. In order to maintain the position as the global market leader within service, it became crucial to shift towards one global operating model that could support scale efficiently and effectively in the years going forward.
Vestas partnered with NORTH to evaluate the current projects and facilitate the key decisions across: business process model & scope, financial targets, choice of technology, and overall programme design. In the fall of 2019, the management team at Vestas approved what is today known as the LEAP transformation programme.
“NORTH has been instrumental in making this transformation happen.”
— Christian Frederiksen, Vice President, Digital Transformation, Vestas
Solution
NORTH’s contribution was threefold
Phase 1: Build the strategy & case for change
NORTH helped consolidate nine vertical projects into one Transformation Programme with a scope that entailed redesign and global alignment of all operating model elements.
This included strategy, processes, performance management, organisational structure, people & culture, data management, and systems. To support end-to-end perspective and process coherency, Salesforce was chosen as the single software provider.
Phase 2: Mobilisation of the transformation programme
NORTH was engaged in the core transformation team and conducted a global pre-study analysis to understand in detail how the transformation would impact the local regions and their current ways of working. The findings led to a detailed scope and plan for the programme mobilisation.
Phase 3: Design & implementation of a new global operating model
Finally, NORTH was part of the core team who designed the new global operating model. NORTH’s focus was on the global processes and technical requirements across sales, contract management, and service execution.
Want to know more? Reach out to
Anders Bøgh Mortensen
Partner and Co-founder
Runar Standal
Managing Partner and Co-founder