Reveal
Heineken is one of the largest brewers by volume in the world. Their deep respect for local ties and sensibilities has made the Amsterdam brewers very successful in merger and acquisitions. But implementing the global IT strategy proved to be one of their biggest challenges yet.
The challenge
Consolidate a complex landscape
The global IT strategy emerged to consolidate the complex landscape of vendors, systems and processes. For the head office it all makes perfect sense to reduce IT spend. But the local operational companies (OpCo’s) need to focus on the needs of their employees. They all depend heavily on seamless IT operations. How could Heineken marry the freedom to operate with a single framework? Based on the employee’s voice?
Heineken lacked a comprehensive feedback system to get to the bottom of the user experience. Giarte was asked to design the methodology, embed the experience indicators (XIs) in outsourcing governance, and implement the reporting dashboard. But how could we get all OpCo’s to buy into it?
The solution
Service process as guiding principle
The consolidation and outsourcing of IT is always a delicate move. We needed to keep a close eye on what was happening throughout the organization. So we made monthly scorecards for local IT stakeholders part of our reporting sequence. We also invited the two major service providers to become part of ‘Team UX’. After a set of bespoke XLA® workshops all agreed that an upward trend is more important than the absolute target value. Determining the cause of dissatisfaction and improving the service process became the guiding principle for constant progression.
The result
Heineken’s ServiceNow environment
The Giarte experience measuring solution was migrated to Heineken’s ServiceNow environment in 2019 and used globally. From the beginning the user experience was managed with a positive mindset. There was no drop in UX for the service desk and workplace services during and after the transformation.
