Case Study: TNS achieves stronger client satisfaction and profitability with BearingPoint's customer-centric target operating model

TNS lifts employee morale with BearingPoint’s new target operating model after 56 staff meetings

TNS, a global market research firm and division of Kantar, faced challenging market conditions and increased competition that eroded its revenues and put pressure on margins. To differentiate its services and improve profitability, TNS engaged the consulting firm BearingPoint to identify performance issues and design a new target operating model.

BearingPoint conducted an in-depth discovery process, including numerous staff meetings and workshops, which led to the design and implementation of a new client-centric operating model. This model separated client-facing and project management functions to better leverage employee skills. As a result, TNS achieved top and bottom-line performance improvement, stronger client relationships, and lower employee churn. BearingPoint's solution significantly lifted staff morale and client satisfaction.

TNS