Firm Ground® Managed Services – Organizational Development

At a Glance

Facing rising demand and growing service targets, the managed services unit of an HCM provider needed a resilient setup of positions, roles, and skills — aligned to actual process needs. LKPU delivered organizational and methodology expertise based on Firm Ground®.

The Story

The 17-person unit’s structure had grown organically, never fully aligned to actual process demand. Capacity and skill gaps stayed invisible — and task coverage kept dropping. With service quality and volume requirements rising in parallel, the pressure grew to establish positions, roles, and skills on solid, defensible ground. To meet this challenge, LKPU supported the HCM provider by:

▪ Capturing and systematizing the process organization down to task level using Firm Ground®
▪ Deriving and redesigning positions and roles from actual task requirements
▪ Building a skills catalog and comparing target vs. actual profiles to identify capacity and competency gaps
▪ Closing identified gaps — including through targeted training — and handing over a self-sustaining data foundation

Over the course of the project, task coverage through defined roles rose from 71% to 84%. Building on this data foundation, the unit continued optimizing independently and sustainably reached 93%.

Duration: 3 months
Team size: 1