US WEST: Process ReengineeringMarket Sector: Corporations
Improving customer service. Reducing training time for customer service representatives. Improving the process for dealing with customer transactions and billings.
Conducted a process reengineering effort with a cross-functional team of process leaders. Designed and developed a new approach to handling and training for the ‘customer transactions and billing’ process.
Produced a clear Vision and Conceptual Design for a reengineered ‘customer transactions and billing’ process, presented to and received Executive approval. Defined a transition strategy from their current state to their Vision and Conceptual Design. Ultimately, new process implementation 1) reduced training time for a customer service representative from seven years to 8 months, 2) improved the perception of ‘customer transactions and billing’ as a function, and 3) improved the value delivered to the customer.