Case studies

Helping a global bank increase competitive advantage

A global bank needed to improve the customer experience of clients in its highly profitable “transaction services” business. How we helped. 


Six Sigma approach to Integrated Business Planning (IBP)

Helping supply chain leaders develop a mechanism that can be applied as they prepare to execute an effective IBP process post-merger or acquisition.


Service Operations Consulting

Customer views, trends, and market shifts

Deloitte specialists can help you get an up-to-the-minute view of your customers while discovering new trends and market shifts. Our professionals have the knowledge to take on your most complex challenges in process improvement, performance management, margin management, and customer service. And we offer deep industry experience in health care, insurance, banking, merchandising, and state government operations.


Banking & Securities Operations
We work with financial institutions to help build an operational infrastructure for profitable, risk-appropriate growth in today's economy, and regulatory environment.

Enterprise Health Systems Solutions
We work with administrators, clinicians and operational leaders as they migrate to integrated clinical and patient financial information systems that capably support high-quality patient care, administrative cost-effectiveness, and compliance with electric health records (EHR) meaningful use mandates.

Health Plan Operations
We work with health plans to assist in creating: operating models that enable reform; core administrative efficiency that helps improve customer approval ratings and lower costs; operating models for government program enablement; and medical management that can improve care delivery through the use of data analytics tools.

Insurance Service Operations
We work with insurance executives to help transform disjointed operations into integrated sales and service delivery systems that can support an insurer’s ability to identify, write, and retain profitable customer relationships.

Provider Performance Improvement
We work with administrators and clinicians in their efforts to reduce operating costs and improve margins, and still deliver quality care by focusing on helping providers create sustained operational excellence through transformative changes to their infrastructure.

Retail Merchandising
We work with retail executives to assess and drive merchandising and planning performance across people, process and technology, including building capabilities that can drive enhanced assortments and inventory.

Retail Operations
We work with retail executives to develop, validate and implement operational excellence strategies across stores and channels, and help retailers map the customer experience from initial contact through post-purchase service.

Revenue Cycle Transformation
We work with health care providers to help them identify methods that can increase their net revenue, accelerate cash flow and reduce costs by addressing people, process and technology components across the revenue cycle spectrum.

State & Local Government Operations
We work with state officials in developing transformation roadmaps that can be implemented through our multidisciplinary approach that incorporates analytics, cost reduction, business model transformation, change management, as well as communications and process transformation.

Meet our leader

Amy Feirn

Amy Feirn

Service Operations Practice Leader

Amy is a principal with Deloitte Consulting LLP an...More

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Strategy & Operations

Deloitte Consulting’s Strategy & Operations practice works with senior executives to help them solve their toughest and most complex problems. 


Rodney R. Sides

US Consulting Leader | Retail & Distribution


Joel Gardiner

Revenue Cycle Management Leader


Kae Robertson

Principal | Life Sciences & Health Care


Brian Shniderman

Banking and Securities Service Operations Leader