The first phase of a strategic consolidation project requires a qualitative and quantitative feasibility study. The basis is the analysis of the strategic and organizational general conditions. Building on this foundation, the customer service strategy is defined in a target concept as a target model for the divested serviceunit, and the tasks, responsibilities, organization, processes, and IT architecture are determined. Before the decision is made about the start of the realization phase, it is absolutely essential to conduct a financial evaluation of the scenario. This must consider not only the revenues and costs in the service unit being divested, but also the costs in the business unit which will be responsible for steering in the future. Additional resources have to be allocated or made available from existing capacities for monitoring, management, and controlling.    

If all of the organizational and economic facts indicate that a strategic consolidation is called for, the realization of the project in the form of preparation of a detailed concept and the ­subsequent implementation is carried out in the second phase. The primary tasks of the detailed concept cover the definition of the new organization, including a decision regarding its location, the negotiating of service agreements between the customer and the service unit, and the selection of the technical infrastructure. The most significant implementation tasks, along with the realization of the structures defined in the detailed concept, consist in particular of negotiations with the social partners and the implementation of a reporting and controlling system.

The actual consolidation phase begins after the commencement of operations in the new structures. Operative adaptations and optimizations can now be undertaken within the new structures and under the company’s own management and responsibility. Any investments which may be necessary must be planned in advance and be taken into account in the business case calculation on the divestiture.

Location consolidation focuses on “operative excellence” 

The objective of the scenario “location consolidation” is the introduction and utilization of “operative excellence”. This means optimized allocation and full utilization of resources, ­exploitation of synergy potential, and consequently reduction of costs. The aim is to optimize business processes without carrying out a fundamental repositioning of the customer care within the company.