A global telecommunications provider engaged Interliance to help focus the organization’s optimization efforts and to direct the development and implementation of their performance management system.

Background

  • CEO issued a mandate for all directors to manage the business by objective measures
  • Each Director responded to the mandate differently, so an in-depth approach was needed to document and communicate the accountabilities and responsibilities
  • New skills were required to transform the organization from a fire-fighting methodology to address and resolve root-cause issues
  • Coordination, problem solving and true communication across the departments needed to be driven by the leader of the Network Service organization

Our Approach

We applied our proven optimization methodology to understand the organizational needs, quantify impacts, and execute upon initiatives to improve performance across the organization

Organizational Needs Assessment

We performed a holistic needs assessment across the entire organization.

KEY FINDINGS:

  • Existing performance metrics were not aligned to corporate objectives or customer needs
  • Change initiatives were being implemented without consideration toward value or performance impact
  • Organization was in fire-fighting mode and not resolving root causes of problems

Strategic Measurement System Deployment

We developed & implemented a strategic measurement system designed to manage the organization based upon actual KPIs.

THE SYSTEM ACHIEVED THE FOLLOWING:

  • Aligned performance and focused improvement initiatives with business goals
  • Provided the framework to objectively evaluate and prioritize process improvements
  • Moved the organization out of fire-fighting mode and into strategic growth

Functional and Process Optimization

Quantitative results from the assessment and measurement system allowed us to develop and execute upon optimization initiatives.

IMPLEMENTATION CONSISTED OF:

  • Process improvements & policy changes
  • Recovery process implementation
  • Executive coaching and counseling
  • Roles and accountabilities clarification
  • Internal capability and skillset development
  • And many more…

 TEST

Organizational Needs Assessment

We performed a holistic needs assessment across the entire organization.

Key Findings:

  • Existing performance metrics were not aligned to corporate objectives or customer needs
  • Change initiatives were being implemented without consideration toward value or performance impact
  • Organization was in fire-fighting mode and not resolving root causes of problems

Strategic Measurement System Deployment

We developed & implemented a strategic measurement system designed to manage the organization based upon actual KPIs.

Achievements:

  • Aligned performance and focused improvement initiatives with business goals
  • Provided the framework to objectively evaluate and prioritize process improvements
  • Moved the organization out of fire-fighting mode and into strategic growth mode

Functional and Process Optimization

Quantitative results from the assessment and measurement system allowed us to develop and execute upon optimization initiatives.

Implementation Consisted Of:

  • Process improvements & policy changes
  • Recovery process implementation
  • Executive coaching and counseling
  • Roles and accountabilities clarification
  • Internal capability and skillset development
  • And many more…
288
Life Cycle Sales
300
Proposal Success Rate
40
Installs Per Month
5
Cost Per Install Savings ($900k)
30
Productivity Per Headcount
24
Average Install Interval Improvement
30
On Time Performance Increase
5
EOL and SDP Accuracy Improvement
10
Avg. Attempts Per Install Reduction

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