Customer Centricity and Cost Savings

LSI was asked to carry out a review of the current state of key processes and management systems across three key areas within the customer orientated business units of our client and their partners. Those areas were faults, provisioning and escalations. Our approach included:

• Business discussions with selected Group Managers, Managers & Senior Team Members
• Review and validation of key processes at a high level, identifying key steps to process the work, current issues and improvement opportunities
• Review of current managements systems, workflow and activities
• Review and analysis of process volume data and reporting to identify issues and opportunities
• Review of performance measurements requirements and alignment to management activities
• Identification of current process development initiatives currently underway
• Review of technology initiatives and information requirements

A number of key issues were identified that spanned across of range of activities reviewed and LSI made a number of recommendations including:

• Streamlining the end-to-end process from a customer perspective to enable effective, timely and positive resolutions
• Increase understanding of issues resulting in customers not receiving on-time visits
• Rapid development of critical business information and reporting to enable root cause analysis and action planning to support business process management and decision making
• Alignment of structure to customer focus with links to similar structure at partners to improve consistency of information / understanding