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Oracle eBS Support Transformation

Customer

Leighton Contractors has operations spanning Australia, Asia, New Zealand and Papua New Guinea and employs about 24,600 people, delivering and supporting about 160 projects. It delivers projects across the construction spectrum, from project management to build, own and operate.

Situation

The Oracle Solution Management (OSM) team was established in late 2014 to centralise all support for Leighton Contractor’s Oracle EBS solution (and some other applications, both COTS and bespoke). The application footprint OSM supports is quite large and has a base of around 10,000 users.

Complication

Upon its creation, OSM was confronted with a large backlog of service incidents and problems, and a correspondingly unhappy user population. Significant steps had been taken to address the situation and results were beginning to appear. However, the team was still grappling with issues relating to user competence, incident management productivity and employee motivation and satisfaction.

Resolution

Reinforcing and improving the Incident Management approach using the BusinesSPM Assess methodology and implementation of findings using the Activate and Accelerate methodologies

Recommendation

“Philip conducted a thoroughly professional review of our support processes and, as well as setting out a road map for improvement, has worked with my team on improving our performance.”

Rob Stuart, GM Oracle Solution Management, Leighton Contractors

IM Process To Be 170414