The Challenge

A leading luxury watch brand operates a high-precision service organization responsible for after-sales repairs, maintenance, and quality control.

As service demand increased, the organization faced growing operational complexity:

• Limited visibility into repair status across service stages
• Bottlenecks discovered too late in the process
• Difficulty balancing workload between technicians
• Management decisions relying on experience rather than real-time data

Maintaining premium service standards while scaling operations became a critical risk.

What We Did

At Tipping Point, we transformed the service operation into a data-driven execution system.

Our work included:

• Breaking the end-to-end service lifecycle into clearly defined stages
• Establishing ownership, inputs, and outputs for each operational step
• Defining KPIs aligned with both precision and turnaround expectations
• Designing real-time dashboards providing visibility into:
  • Work-in-progress by stage
  • Technician workload and capacity
  • Turnaround time trends and anomalies
• Introducing execution routines supported by live operational data

The focus was to create transparency without compromising craftsmanship.

The Impact

• Full visibility across all service workflows
• Early identification of operational bottlenecks
• Predictable service turnaround times
• Improved workload distribution across teams
• Stronger management control without micromanagement

Outcome: a scalable, data-driven service operation that preserved the quality, precision, and standards expected from a luxury watch brand.

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