Management Consultancy Case Studies
Optimising End-to-End Contract Management Across Ocado’s Global Operations
How a management consultancy project enhanced contract performance across international installation programmes
At a Glance
Client: Ocado
Sector: Technology, Engineering and Logistics Automation
Location: Hatfield Head Office, United Kingdom
Service: Management Consultancy and Capability Development
Project Duration: Several months of consultancy preparation followed by a five-day implementation programme
Participants: Project Leads and Installation Managers delivering major capex installation projects across Australia, Japan, Korea, Poland and the UK
Objectives
Ocado sought a consultancy partner who could:
• Assess and strengthen the organisation’s end-to-end contract management capability
• Analyse the structure and operational implications of Ocado’s contracting framework
• Equip project and installation teams to manage contracts confidently through all phases of the lifecycle
• Improve consistency in contract performance across global capex installation projects
• Provide structured tools and guidance that support confident decision making onsite and during project delivery
The Challenge
In early 2025, Ocado approached LBTC with a request for a consultancy-led intervention that would strengthen the contract management capability of their project and installation teams. Their teams manage complex, multimillion-pound automated MHE installations across multiple territories, each with unique contractual risks, supplier dynamics and operational pressures. Ocado needed universal principles and robust processes that could be applied reliably regardless of jurisdiction.
The organisation also required a solution grounded in their own contractual framework, particularly the Ocado Solutions Korea Ltd model agreement, which governed several active international projects. This called for a consultancy approach with detailed contract analysis, organisational understanding and practical, project-specific application.
Our Approach
LBTC delivered this engagement as a structured management consultancy project led by a single senior consultant. Working in close collaboration with two liaisons at Ocado and supported by LBTC’s Head of Business Development and Programme Leader, the consultant undertook a comprehensive diagnostic phase spanning several months.
This included:
- A detailed review of the Ocado Solutions Korea Ltd model agreement and associated contracting structures
- Analysis of contracting challenges arising in live projects across multiple territories
- Discussions with key stakeholders from Ocado’s project and installation functions
- Site visits to Ocado’s warehouses to understand operational realities, workflows and the practical pressures influencing contract delivery
These activities enabled LBTC to build a holistic picture of Ocado’s contract environment, the risks encountered onsite, and the capability gaps affecting performance. Findings from this consultancy phase shaped a precisely tailored implementation plan.
The project culminated in a one week delivery phase at Ocado’s Hatfield head office. This programme translated consultancy insights into structured guidance, decision making frameworks and scenario based exercises mirroring Ocado’s real operational challenges. Drawing on both Contract Management Essentials and Managing the Contract to Get Results, LBTC provided a unified, consultancy-informed solution designed to raise contract management capability across the full lifecycle.
Programme Agenda
(Delivered as the implementation phase of the consultancy project)
Day 1: Contracting Essentials
• Foundations of contract law
• How non-binding agreements differ from binding contracts
• Contract types: fixed price, remeasurement, reimbursable
• Typical engineering contract structures
• Dissecting contractual building blocks: performance, price, risks, processes
Day 2: Managing Contract Performance
• Key obligations in construction and installation contracts
• Title and risk transfer
• Understanding costs and pricing mechanisms
• Managing payments
• Bonds, guarantees and insurance
Day 3: Time Obligations, Delay and Change
• Consequences of delay
• Variations
• Delays caused by the employer
• Extension of time and additional cost claims
• Acceleration
• Delays caused by the contractor
• Liquidated damages
Day 4: Breach of Contract, Loss and Damages
• Understanding default
• Contractual liabilities
• Indemnities
• Remedies including suspension and termination
• Loss and damage
• Rights following default
• Force majeure
Day 5: Contract Management and Administration
• Assignment and subcontracting
• Dispute management
• Jurisdiction
• Contract close-out administration
• Managing defects
The Impact
The consultancy project significantly strengthened Ocado’s internal contract management capability, creating a more consistent, structured and confident approach across global project teams.
Key outcomes included:
Greater contractual clarity: Project managers and installation leads gained a firm understanding of contractual structure, risks and obligations.
Stronger lifecycle management: Participants developed capability in managing performance, delays, change, disputes and contract close-out.
Improved decision making: Teams learned to apply contractual principles precisely to onsite scenarios, accelerating issue resolution and reducing risk.
Organisation-wide consistency: Universal principles enabled consistent standards across Australia, Japan, Korea, Poland and the UK.
Enhanced risk control: Teams are now better equipped to anticipate contractual exposure and take preventative action.
Feedback was highly positive, with comments noting the strength of delivery and the balance of expertise and approachability. Coursecheck reflected this clearly:
“Bill did a fantastic job of managing a room of Leaders and outspoken people. He balanced his knowledge with good humour and great delivery to make the course very enjoyable.”
The success of this consultancy project has opened opportunities for continued support across Ocado’s global installation programmes.
Next Steps
LBTC is ready to support Ocado with further consultancy and capability-building initiatives including:
• Deep-dive reviews of contract administration processes across territories
• Consultancy projects focused on risk allocation, supplier performance or change control
• Additional onsite capability development for expanding project teams
• Ongoing advisory support for complex contract issues arising during international installations
Ready to Strengthen Your Organisation’s Contract Capability?
Equip your teams with the strategic insight and practical tools needed to manage contracts confidently and reduce delivery risk. Contact LBTC to discuss your consultancy requirements.
