Case Study

Operational Stabilization of a $100M Medical Repair and Maintenance Organization​

"Assessed, stabilized and improved organizational structure and work order management process for distributed service organization to deliver 5% GM improvement over 18 months​"


  • The organization’s order to cash process had been causing confusion within the organization leading to excessive administrative overhead costs, confusion, and burn out; recently completed acquisition had exacerbated the situation​
  • Account management and dispatch/ coordination team relied heavily on tribal knowledge and ad hoc / unique processes across customers​
  • Organizational structure didn’t support the integration of the newly merged businesses​
  • SLKone was asked to identify opportunities for cost reduction in the work order management process and design an organizational structure to support the business

Bespoke Solutions

  • Conducted interviews and process mapping sessions with key stakeholders across the full work order management life cycle to identify issues and gaps​
  • Assessed customer profitability to prioritize process execution​
  • Mapped skills matrix, executed spans and layers analysis across the operations and field service teams​
  • Calculated process KPIs​
  • Built work order management “playbook”; standardized process, activities, roles and responsibilities, supporting systems, and metrics​
  • Codified systems requirements and built operational dashboards to support new process; served as PMO for implementation

Leading With Results

  • Reduced O2C process throughput time by ~18%​
  • Enhanced visibility into operational KPIs enabling a data-driven performance culture​
  • ~2% GM improvement run-rate delivered after first 6 months by stabilizing the work order management process
Case studies and expertise may represent projects and engagements performed by SLKone team members prior to their employment at SLKone