Client: Global EdTech organization with multiple internal functions and vendors involved in delivery

Challenge: Delivery was slowed by handoffs across vendors and internal functions, unclear priorities and deadlines, issues with data, and inconsistent decision-making, often leading to errors and missed deadlines. Global team, with leadership in US and Canada, vendors in Brazil and India, internal teams in Europe, India and the US, and delivery at customer locations in the US.

What Coucal did

• Facilitated value stream mapping across involved functions and vendors

• Identified bottlenecks, delays, points of failure and rework drivers

• Designed and implemented an improvement plan tied to measurable outcomes, with simplified data management and handoffs

• Embedded team habits and leadership routines to sustain change

Outcomes

• Reduced lead time by 75% in targeted value streams

• Improved predictability and fewer last-minute escalations across internal functions and vendors

• Transparency in deadlines and decision-making approach

Capability built

• Clear playbook from decision-making to delivery

• Continuous improvement during practical execution

• Unified communications approach and channel