A large FTSE 100 business was experiencing significant delays in bill payments.
To increase understanding of what was really happening during the billing, querying and payment processes.
To give clear focus on potential causes of delay, query and failure.
To give clear focus on the actual causes of delay, query and failure, and prevent us fixing things that weren't broken.
To ensure changes were effective, sustained, and did not have unintended negative consequences.
Average payment time was reduced by 1 week, a benefit of over £2m p.a.!
