Relocated core operational activities from New York to London
Repackaged the portfolio of services
Reduced the end-to-end process cycle time by 20%
Improved student experience
It is great to have all of our processes documented with everyone understanding how we operate.
Head of Operations and Programme Delivery
Define it
TRIUM, a prestigious Global EMBA programme offered by a renowned alliance of LSE, NYU Stern, and HEC Paris, needed to streamline its operations and elevate its service offerings. Managing a programme across three universities presented challenges in maintaining consistency, efficiency, and a seamless customer experience. We undertook a deep-dive review of the current Target Operating Model (TOM) to understand opportunities for improvement.
Improve it
We partnered with TRIUM to undertake a comprehensive Target Operating Model (TOM) re-design and implementation project. This involved:
- End-to-End Process Review: Using Lean Six Sigma methodology, we analysed the entire student lifecycle, encompassing marketing, admissions, finance, programme delivery, graduation, and alumni management. This included a review of their CRM system, Salesforce. Our focus was on identifying inefficiencies and waste caused by the multi-location operations.
- Centralised Core Services: Through collaborative decision-making with the TRIUM team, we determined that centralising core services at LSE would optimise efficiency. We then supported the transition of these services from NYU to LSE.
- Standardisation and Streamlining: We re-engineered all processes across marketing, admissions, and other key areas to ensure consistency and a standardised experience for students regardless of location.
Sustain it
To foster collaboration, understanding and alignment of the new model, we facilitated a team-building event in Paris for senior TRIUM executives. This event included activities focused on brand awareness, process optimisation and ways to continually monitor and improve services. By project completion, TRIUM achieved a significant transformation with a brand new Target Operating Model. By centralising core services, standardising processes, and fostering team alignment, TRIUM successfully established a world-class learning experience for its global student body.
Key benefits
- Streamlined the Target Operating Model (TOM) with core services migrated to London, creating a more efficient and centralised operating model.
- Achieved a 20% reduction in end-to-end process cycle time through clear and standardised processes, ensuring consistency across all three universities.
- Improved communication between institutions facilitated smoother collaboration.
- A more streamlined and efficient operation allowed TRIUM to offer a significantly enhanced service experience for its students.
