• BDO Digital assists Mazda in strengthening their IT service delivery fundamentals and the relationship with their key IT suppliers
Case study:

BDO Digital assists Mazda in strengthening their IT service delivery fundamentals and the relationship with their key IT suppliers

15 August 2019

“We save money and ensure IT readiness for business initiatives through an efficient outsourcing of ICT infrastructure and relationship management.  We can now deliver projects professionally while at the same time being guided towards best practices.”

Mazda Motor Logistics Europe is the logistical hub in Europe. Through national sales organisations, Mazda delivers parts to over 2,000 dealers all across Europe. The national sales organisations also rely on Mazda for IT finance & accounting support. Naturally, it is crucial that all of this IT Infrastructure is supported.


As the end of Mazda’s contract with their first generation IT outsourcing company was approaching, Mazda wanted to change to an IT supplier that could adapt to change more quickly. Moreover, the car company aimed to set up a policy and processes that were more innovative than the previous ones.

During this project, we focused on the key ITIL processes like vendor, relationship and contract management. Throughout and after the process, we also aimed at increasing the process maturity.


Throughout the implementation process, we based our interventions on the approach below. To define the requirements and service management levels, we started from the strategic choices Mazda previously made. This provided a good base for development and negotiations of the contract. A clear policy enabled Mazda to monitor the relationship with key suppliers and effectively deal with the changes.

BDO Digital guided Mazda throughout the whole process: we provided support both in terms of content as well as project methodology and delivered all materials required. We were also asked to continue supporting Mazda during the ongoing IT outsourcing Transition & Transformation program in the areas of process implementation/improvement, change management & communication and architecture & technology.


With this project, BDO Digital helped Mazda to achieve the following results:

  • A significant and immediate reduction in IT outsourcing costs (+/- 30%) as well as increased financial flexibility as a result of a proper transaction brokering process and the selection of intelligent and cost-effective solutions;
  • A best practice and modular outsourcing contract that accommodates change and properly sets out roles and responsibilities for both the service provider and the client, as well as a policy that encourages efficient consultation and decision-making;
  • Improved and/or newly implemented processes increasing operational efficiency and end-user satisfaction while decreasing costs;
  • A stronger relationship between Mazda and its key suppliers. Moreover, thanks to the project, Mazda can now deliver IT services that support business goals and projects much better.