Executive Summary
New operating model at TNS lifts employee morale and client satisfaction improving top and bottom line for the global market research group.
New operating model at TNS lifts employee morale and client satisfaction improving top and bottom line for the global market research group.
TNS, a division of Kantar, is a world leader in market research, global market information and business analysis. The company provides market research insight across all sectors, helping to develop precise business plans that help clients grow.
Over the past decade, challenging market conditions have eroded revenues for large market research companies, while competition from new and existing rivals has added to financial pressure on margins.
TNS needed new ways to differentiate its services in an increasingly crowded marketplace as well as improve operational efficiency to boost profitability.
TNS engaged BearingPoint to identify performance issues and design and implement a new target operating model that increased client centricity and improved project management and delivery.
As a first step in developing a specific and unique operating model for TNS as per the brief, the BearingPoint team conducted an in-depth discovery process based on:
This phase of the project identified weak spots in TNS’ delivery strategy and helped BearingPoint to develop the new target operating model with TNS stakeholders.
This included separating client-facing and project management functions to make sure that the right combination of skills are available to deliver excellent client solutions.
Stakeholder engagement at all stages of the project was crucial to managing conflicting opinions and driving positive change forward.
As a result of the realignment of team members to roles best suited to skillset and more collaboration with shared services partners, TNS has been able to achieve: