Operations

Customer operations

We help clients integrate customer engagement, service, and operations to create a distinctive customer experience that supports company revenue and profitability goals. Services include:

• Customer strategy and experience design
• Digital and physical service transformation
• Marketing and sales operations improvement
• Service centre operations improvement
• Field service optimisation
• Digital sales and service solutions

Digital operations

We help clients integrate customer engagement, service, and operations to create a distinctive customer experience that supports company revenue and profitability goals. Services include:

• Industry 4.0 - Smart Factory and Connected Supply Chain
• Customer strategy and experience design
• Digital and physical service transformation
• Marketing and sales operations improvement
• Service centre operations improvement
• Field service optimisation
• Digital sales and service solutions
• Robotic process automation
• Operational improvement methodology or ‘the Perform approach’

Enterprise performance improvement

We help clients build capabilities required to achieve operational excellence across their entire value chain, and we help design and execute broad-based programmes that drive sustainable improvements. Services include:

• Global operating model design
• Operations performance improvement strategy
• Enterprise-wide process improvement
• Operations excellence capability development and Lean/Six Sigma
• Talent and performance management

Finance & Shared Services

PwC supports CEOs, CFOs, controllers and treasurers to optimise the structure of their finance functions and to improve their contribution to the business.

We have a wealth of experience designing and implementing multi-function shared services, outsourcing and process automation (RPA) solutions. We understand the alternative models that will best support your organisation’s objectives. We differentiate our approach by providing end-to-end support for your organisation including:

• Enterprise performance management
• Finance strategy
• Shared services set-up and health check
• Outsourcing strategy and BPO Partner selection
• Transition and imp

Portfolio and Program Management

Our clients are dealing with unprecedented change driven by factors including the shift in global economic power, generational changes, an ageing population, the digital economy and the emergence of global players disrupting traditional sectors.

PwC helps its clients with:

• Portfolio alignment
  
• Business transformation
  
• Benefits realisation
  

Read more about PwC’s Portfolio and Program Management

Sourcing and procurement

We help clients build a supply base with a highly competitive cost and service profile, and we help them turn procurement into a strategic, commercially-focused capability. Services include:

• Category strategy and management
• Strategic sourcing
• Direct material design-to-value and should-cost
• Procurement operating model (organisation, processes, governance)
• Digital procurement and source-to-pay solutions
• Supplier relationship, risk, and performance management
• Complex procurement support
• Contract management and value realisation
• Sourcing analytics
  

Supply chain

We help clients develop supply chains that are tailored to the market and deliver superior performance (customer service, cost, asset efficiency, flexibility, sustainability). Services include:

• Supply chain strategy and complexity management
• Integrated business planning solutions
• Supply chain footprint and logistics optimization
• Transportation and distribution management
• Inventory and working capital optimization
• Reverse (post-sales) logistics
• Supply chain risk management
• Digital supply chain and analytics