Client Overview

A leading and highly respected IT services organisation employing several thousand staff, responsible for delivering extensive IT outsourcing services to a major bank. Maintaining strong operational performance and customer confidence was essential to contract stability and future revenue.

The Challenge

The organisation had launched a Lean Six Sigma programme to drive internal service improvements within its own operations and on behalf of its banking client.

Unfortunately, the internal deployment team unexpectedly left during a critical phase of the rollout which coincided with the customer’s mid-term contract review. As a result, the programme stalled, confidence deteriorated, and both internal stakeholders and the banking client questioned delivery capability. 

We were engaged to restart the deployment, restore momentum, and rebuild trust.

Our Solution

Over a two-year period, we worked closely with the internal improvement manager to stabilise the programme and build a sustainable long-term deployment approach.

Bespoke Training Programmes

We designed and delivered tailored training materials and courses to rapidly bring the programme back on track.
This included:

• Champion courses for senior banking and business executives
• Yellow Belt and Green Belt programmes attended by both IT and banking staff, with trainees delivering key SLA-focused improvement projects that benefited both organisations
• A Black Belt and Train the Trainer course

Training Material Development

While delivery was underway, we revised and enhanced materials to include:

• Business-specific examples
• Real case studies
• A clear governance structure to ensure consistency

Project Coaching

We provided structured one-to-one coaching to guide trainees through the successful delivery of their improvement projects, ensuring practical application and measurable outcomes.

Governance and ROI Assurance

A robust governance model was implemented, including:

• Defined criteria for candidate and project selection
• Standardised reporting
• Mechanisms for tracking financial benefits and strategic alignment

Multi-Region Delivery

Training, coaching, and certification were delivered across the various Global Service Centres, with projects executed across contact centres, finance, and IT procurement.

Capability Internalisation

To ensure sustainability and reduce external dependency, we:

• Developed internal Black Belt coaches and trainers from high-performing Green Belts
• Transferred ownership of customised training materials for internal use

The Results

Training & Capability

• 54 Champions, 8 Black Belts, 60 Green Belts, 79 Yellow Belts
• 6 internal trainers and coaches developed

Business Impact

• 30 successfully completed projects
• Multi-million-pound benefits and over 30× ROI

• Strengthened partnership between the IT provider and the bank contributing to contract renewal