Consumer Healthcare (EMEA & APAC) 14-Engineer On-Site Team at 100% Availability Plus 87-Site AV Survey Programme

Teceze delivered a 14-engineer on-site team at 100% resource availability across EMEA and APAC while simultaneously executing an 87-site AV infrastructure survey programme at 100% SLA, demonstrating capacity for concurrent strategic initiatives.

About the Client

Global consumer healthcare company producing over-the-counter medicines, oral health, and wellness products, operating manufacturing sites, research facilities, and commercial offices across Europe and Asia-Pacific. The organization requires dual-region embedded IT support plus concurrent project delivery capability.

At a glance

Industry
Consumer Healthcare Manufacturing & Distribution
Headquarters
EMEA and APAC operations with manufacturing and research sites
Products & services
OTC medicines, oral health products, wellness solutions
Challenge
Zero-tolerance coverage requirement, two-region operation, reporting discipline, concurrent project delivery

Success highlights

  • 100% resource availability including backfill across all 14 months
  • 87 AV site surveys completed at 100% SLA
  • Zero client escalations across all engagement months
  • 100% backfill SLA achieved for unplanned leave

The challenge

Corporate meeting

Navigating complexity in dual-region embedded delivery with concurrent projects

Zero-tolerance coverage requirement, EMEA-APAC two-region operation, establishing reporting discipline, concurrent AV project execution

The client required embedding a 14-engineer team across EMEA and APAC with zero-tolerance coverage all 14 seats must be filled daily while simultaneously executing an 87-site audiovisual infrastructure survey programme.

Critical challenges included: maintaining perfect attendance across 14 engineers across two regions with limited overlapping working hours, establishing credible operating and reporting discipline quickly, managing planned leave without creating coverage gaps, and executing the concurrent AV survey programme without drawing on core team capacity.

Our approach

Structured Delivery Combining Service Discipline, Resource Planning, and Concurrent Project Execution

Teceze implemented a dual-model approach separating steady-state FTE delivery from project execution: full backfill model from day one delivering 100% availability inclusive of planned leave, consistent weekly reporting cadence establishing operating discipline quickly, independent project resourcing for the AV survey programme preventing core team impact, and quality-led account growth enabling expansion based on delivery excellence.

This dual-delivery approach ensured that complex concurrent operations remained coordinated and effective despite enormous demands. Teceze understood that maintaining perfect FTE availability while executing large-scale projects creates competing pressures: backfill capacity is consumed by the FTE team, project deadlines pressure allocation, coverage gaps emerge during transitions. By establishing full backfill model from day one, implementing consistent weekly reporting, separating project resourcing, and building growth on proven excellence, Teceze created parallel delivery structures proving both could succeed. The quality-led account growth to Thailand reflected client confidence based on demonstrated excellence.

From challenge to transformation, the solution included:

Full Backfill Model From Day One

Backfill coverage built into resourcing model delivering 100% availability inclusive of planned leave, managing zero-tolerance coverage requirement without coverage gaps.

Weekly Operating and Reporting Rhythm

Consistent cadence established quickly giving client visibility into attendance, activity, and issues, building confidence in operating discipline.

Separated Project Resourcing

AV site survey programme resourced independently preventing draw on core FTE team capacity, enabling concurrent strategic initiative execution.

Quality-Led Account Growth

Consistent delivery foundation enabling expansion to an additional site in Thailand based on demonstrated excellence rather than a sales-driven approach.

Governance and Reporting Cadence

Governance structure focused on capacity management and concurrent delivery oversight:

Cadence Forum Focus
Weekly Operations Report FTE availability metrics, project survey progress, any issues
Bi-weekly Capacity Review FTE resource status, project timeline, upcoming changes
Monthly Dual-Track Review FTE metrics, project completion status, concurrent delivery balance
Quarterly Business Review FTE performance, project outcomes, account expansion opportunities
The Results

Proven results at scale

100%Resource Availability (14 Months)
87AV Sites Surveyed at 100% SLA
ZeroClient Escalations
100%FTE availability maintained continuously across the 14-engineer team, including all planned leave
87Site AV infrastructure survey completed on schedule at 100% SLA throughout concurrent execution
ZeroClient escalations across the entire engagement, with the account expanding to one additional site in Thailand based on demonstrated excellence

What the client says

“The team’s commitment to attendance discipline and structured reporting was exceptional. It set a stabilising tone that made a difference to how we approached IT operations during a period of business change. Delivering perfect availability while executing the AV survey programme showed professional capability.”

— Operations Director

Delivery partnership

How Teceze Executes on This Engagement

Teceze delivered concurrent full-stack delivery: resource planning and scheduling for FTE team and project, day-to-day operational management across both tracks, weekly reporting on both initiatives, incident escalation and resolution, and quarterly business reviews.

Looking ahead

Post-Engagement Value and Strategic Growth

Following successful concurrent AV survey delivery and Thailand expansion, focus shifts to leveraging AI-driven insights and advanced analytics to accelerate additional site growth and optimize resource utilization.

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