Customer Management

BP, within its Refining & Marketing stream, recognized the need to carry Customer Management Assessments all across its European Markets (Austria, Denmark, England, Germany, Holland, Poland, Portugal and Turkey) based on the Malcolm Baldrige National Quality Award.
Our goal was to carry a two-day assessment with each and every country’s executive team (an average of 15 persons per country).
- To make this initiative a true success, we have entirely built the Customer Management Assessment process. This process followed an interactive approach, based on consensus building.
- Results:
  - Benchmarking across businesses;
  - A path to delivery of best in class Customer Management;
  - Strong recommendation to the Leadership Team identifying the Top 5 recurrent issues across whole businesses.
BP recognized our achievement with a ‘Highly Commended Helios’ Award.