Research Objective

• An FMCG client needed to assess the operations and revenue effectiveness across their company. They needed to evaluate their key performance indicators and understand their organizational maturity.

Scope & Methodology

• An online questionnaire was launched to 500 business leaders to measure the KPIs and derive the stages of organizational maturity.
• The analysis showed that about 72% of leaders expressed some governance and control of global operation while 42% described some local office independence. 30% are strongly controlled at headquarters with no local independence.
• For operational maturity, about 80% showed high levels of maturity by deploying technology, extensive automation, dedicated roles in operations, and using AI in delivering services. Top success criteria included: Improved brand/customer engagement, staff efficiency, and agility. The success criteria “improved brand/customer engagement” is considered most important for content strategy.

Value Delivered

• The client was able to better understand their operational effectiveness as well as their organizational maturity. As a result of the research, they identified operational areas needing improvement.

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