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OPERATIONAL
PERFORMANCE IMPROVEMENT
& CHANGE MANAGEMENT

Telecommunications - Customer Service

To support introduction of a new product, a major telecommunications company realized that dramatic performance improvements were required in the customer service maintenance process. Some key aspects of the project, which included dramatic changes to operations, and to culture and management behaviors, included:

• Redesign of the service maintenance work process.
• Redesign of the information technology platform used by service personnel, to integrate fragmented support databases, and to create a user-friendly, process-driven, graphical interface.
• Development of empowered teams in the new service center, who were also chartered with development and implementation of ongoing service improvements.
• Training of customer service center personnel in process improvement methods and tools.
• Coaching the work center manager to refocus his job to be more aligned with strategic and long term issues, garnering resources, and coaching of employees, rather than being involved in detailed operational considerations.
  

Results included an average reduction in service delivery cycle time of 25%, and an increase in customer satisfaction ratings of 5%.

Renewable Corporate Entrepreneurship: The Path to Sustainable Growth

While touted as a marketplace nirvana, the reality of the global marketplace has brought with it an unanticipated, strange and painful consequence: somehow, dominance has become as much a liability as an asset. Small, nimble competitors can emerge from nowhere, move with blinding speed, and subvert industry incumbents, because incumbents can't respond quickly and effectively. Disconcertingly, dominance can disappear almost overnight. To survive - let alone thrive - in this climate requires creating and continually renewing a spirit of disciplined entrepreneurship…

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About Dean Robb, Ph.D.

Dr. Dean Robb is President of Robb Consulting, LLC. Since 1994, he has helped numerous domestic and foreign business leaders build high-performing, innovative, entrepreneurial enterprises. His expertise combines 26 years of practical, real-world experience in corporate America with in-depth research in human and organizational systems. His website is www.robbconsulting.com. He can be reached at drobb@robbconsulting.com or at (908) 757-4721.

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