CASE STUDY: MAJOR INTERNATIONAL TELECOM COMPANY
Wildcat One works with managers to improve divisional performance.
Background
The client had recently undergone major restructuring following the creation of a new globally based business unit. The newly appointed VP of Operations was keen to improve responsiveness and customer service by developing a better understanding of customer needs and a more focused approach to customer service. Wildcat One was commissioned to work with the senior team and other management tiers to help determine a means of improving divisional performance.
Approach
Working closely with managers, Wildcat One developed a survey to obtain customer feedback on core areas of the unit's business and the perceived levels of service and responsiveness. This survey captured feedback from both internal and external customers, and every senior manager together with their business team received comprehensive customer feedback reports, detailing specific strengths and weaknesses.
The survey revealed significant differences between customer expectations and the unit's own perception of their various roles. This discrepancy was responsible for a perception of underperformance that was not always the case, although there was also evidence of underperformance and lack of adequate responsiveness in other areas.
There was therefore a confused picture of what service levels should be provided and what customers had a right to demand and expect.
Result
Following the survey we worked with each member of the management team to ensure clear understanding of its conclusions and their implications, and to explore the issues involved and outline potential solutions regarding performance improvement, communications and managing customer expectations more effectively.
Action plans were formulated by each team and agreed with the VP, stipulating priority and objectives for delivery, as well as a set of strategic senior management objectives to ensure commitment and follow through.