Client's Situation
Competition coming into the marketplace pushing this incumbent to radically change its business model with new owners taking control of the company requiring significant productivity improvement
Our Objective
Change the company into an customer-centric, lean service provider for land, mobile and internet lines of business by becoming process centric in design and in the management system of the telecom company
What we did
- Educated management and change teams to learn about process management for operations
- Developed a process architecture and socialized it across the company
- Established process prioritization mechanisms
- Advised IT department on process design approach
- Established governance framework engaging management board
- Coached process teams on how to sustain process based approach
Results
- Process thinking established at all senior levels of the company
- Process Architecture established and evolution approach put in place
- Process has a seat at the governance table
- Operations redesigned and organizational structure changed to support end-to-end process performance
- Culture changed and became top performer in the country
Samples Deliverables
Stakeholder Analysis
Process Architecture
(Non-Client data for illustration only)
