The assignment was a follow-up from some extensive process analysis thebigteam had completed for the client, which involved the detailed process mapping of UK-based retailers. The mapping work was expanded to capture input from the European and US markets, with further validation sessions in the UK. The analysis was augmented with the opportunity to capture the retail networks' future thinking. thebigteam used the analysis and input from system providers to design and build a vision of the future of global aftersales and a target operating model to deliver the vision.