Défis  

Research operations teams manage the backbone of project delivery, yet inconsistent workflows and misaligned incentives hindered efficiency. With rising client expectations, the organization struggled to ensure predictable timelines and seamless execution.

The company faced several operational challenges:

• Delays across multi-market studies due to shifting priorities and resource inefficiencies.

• Cost overruns from inconsistent budget allocation and vendor mismanagement.

• Irregular vendor performance affecting data quality and timelines.

• Slow resolution of project issues, leading to bottlenecks and delivery delays.

• Lack of structured recognition for employees improving processes or reducing operational waste.

• Minimal cross-project collaboration, resulting in duplicated effort and underutilized expertise.

These challenges weakened delivery reliability and increased operational strain across teams.

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Personas involved

The initiative engaged multiple roles across operational and delivery functions:

• Project Managers

• Operations Specialists

• Vendor Management Teams

• QA & Compliance Teams

• Fieldwork Supervisors

• Research Delivery Leads

• Operations Excellence & Strategy Teams

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The solution

To drive operational consistency and strengthen project delivery discipline, the organization deployed an operational excellence & performance recognition program enabled by Xoxoday Empuls. This solution rewarded accountability, efficiency, problem-solving, and cross-functional support.

• On-time delivery bonuses: Project managers were recognized for consistently meeting internal and client delivery timelines, reinforcing accountability and schedule adherence.

• Budget management recognition: Operations teams delivering high-quality projects within budget earned rewards that encouraged responsible resource allocation.

• Vendor management excellence: Project managers who maintained strong vendor relationships, ensured timely delivery, and negotiated favorable terms received partnership excellence recognition.

• Problem resolution awards: Team members who recovered projects at risk, resolved unexpected challenges, or demonstrated exceptional crisis management were rewarded for operational resilience.

• Process improvement recognition: Employees who identified workflow inefficiencies, proposed automation opportunities, or implemented documented improvements earned innovation-based rewards.

• Cross-project collaboration: Staff supporting colleagues across studies, sharing tools, or contributing expertise received collaboration awards that strengthened team cohesion.

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Impact

The recognition framework significantly improved operational performance across GCC research programs, delivering measurable results.

• Improved on-time project delivery by 32%, reducing delays across multi-country studies.

• Reduced cost overruns by 27%, strengthening financial control and operational efficiency.

• Elevated vendor performance by 41%, leading to smoother fieldwork and faster turnaround.

• Reduced issue-resolution time by 38%, accelerating project recovery and delivery accuracy.

• Achieved a 3x increase in process improvement initiatives, driven by structured recognition.

• Strengthened cross-project collaboration by 45%, enabling better resource utilization and knowledge sharing.

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Conclusion

Through a structured operational excellence and performance recognition program, the organization transformed its ability to deliver complex research projects across GCC markets. By rewarding timely delivery, financial discipline, vendor excellence, resilience, and collaboration, the company strengthened its operational foundation and reduced inefficiencies. With improved performance culture and stronger delivery capabilities, the research operations team is now positioned to support faster, more reliable execution for global research clients.