Endpoint Logistics Improved Across 12 European Countries

Challenge

A global insurance company needed to modernise its End User Compute (EUC) logistics service across Europe. The scope included hardware break fix and warranty repair.

The existing approach had evolved country by country, resulting in inconsistent service levels, limited transparency of cost drivers, and duplicated processes across local providers. This fragmentation created operational friction for users, reduced governance and control, and made it difficult for IT leadership to scale, benchmark performance, or reliably forecast and optimise spend across 12 European countries.

Solution

I led the operating model design for a single, standardised EUC logistics service delivered in partnership with DHL across 12 European countries. The engagement focused on establishing a consistent end to end service framework, spanning request fulfilment, device provisioning, break fix exchanges, returns, refurbishment, disposal, and inventory management.

Approach and Deliverables

Capability validation and stakeholder alignment: Engaged directly with DHL to assess service capability and maturity and hosted on site operational visits so client stakeholders could observe processes and controls first hand.

Operating model standardisation: Defined end to end process flows, service boundaries, and controls for EUC logistics, replacing non-standard in country practices across 12 countries.

Accountability by design: Produced a detailed statement of work, underpinned by process flows and a RACI, ensuring every stakeholder understood their roles, commitments, and handoffs required to make the model work.

Service governance: Established clear ownership, performance management, and escalation routes to strengthen operational control and supplier accountability.

Transparent commercial model: Introduced PxQ pricing to separate unit price from demand drivers, improving forecasting, consumption management, and financial governance.

Outcome

Validated DHL operational fit and accelerated buy-in through direct capability assessment and on site visits, reducing ambiguity and aligning stakeholders around a practical delivery model.

Implemented a single, standardised operating model across 12 European countries, replacing fragmented local arrangements and improving cross-country consistency.

Clearer accountability and delivery readiness via a detailed statement of work, supported by process flows and a RACI, reducing role confusion and operational friction.

Transparent PxQ pricing, improving cost visibility and strengthening demand and financial governance.

Improved service consistency and stronger cost control, enabled by standard processes, governance, and commercial clarity, with reduced service cost driven by consolidation and simplified operations.

Engagement Feedback

“Andy was easy to work with from day one. He listened, understood our in-country challenges, and designed a practical EUC logistics operating model across 12 European countries. He consistently added value with clear advice and experience, improving service consistency and PxQ cost transparency.”