Grigoriy Dobryakov

Case Study

Home page Back to cases

KORUS Consulting — Service Quality and Profitability

Role: engineering leadership / turnaround | Context: high-stakes B2B service delivery

Led an operational turnaround of an underperforming engineering department. The target was to restore delivery control, improve service quality, and recover business economics while protecting strategic client commitments.

Situation

  • • Department was in a turnaround state with declining delivery quality.
  • • Client base: enterprise B2B contracts with high cost-of-failure exposure.
  • • Risks: delivery slippage, customer dissatisfaction, pressure on margins.
  • • Quality processes and engineering discipline were not formalized enough.

Task

  • • Restore predictable delivery in a business-critical services environment.
  • • Rebuild team structure and role allocation around capability strengths.
  • • Introduce quality control frameworks and engineering governance.
  • • Reduce reputational and operational risks for key client accounts.

Action

  • • Led full turnaround of the engineering department with team reconfiguration.
  • • Reallocated roles and responsibilities based on actual capability profiles.
  • • Implemented quality governance and controlled delivery standards.
  • • Scaled automated testing practices (phpunit, cypress).
  • • Prioritized delivery around strategic clients and high-value contracts.
  • • Personally handled high-risk client communication to de-escalate delivery threats.

Skills applied

Result

Delivery

predictability restored

Clients

higher satisfaction and trust

Economics

profitability improved

Sustainability

long-term growth foundation established

This case shows that in B2B service organizations, quality and customer trust directly drive financial outcomes. Making quality explicit through process and governance restored delivery control and lowered repeat failure risk.

Case Materials