US WEST
Process Improvement and Change Management
Challenge
US WEST hired SageRiver Consulting to help the corporation improve its customer service. To achieve that goal, SageRiver worked with the corporation to identify two related needs -- reducing the training time for customer service representatives and improving the process for dealing with customer transactions and billings.
Project
SageRiver conducted a process re-engineering effort with a cross-functional team of process leaders. We then designed and developed a new approach to handling and training for the "customer transactions and billing" process.
Results
SageRiver produced a clear vision and conceptual design for a re-engineered "customer transactions and billing" process, which was approved by US WEST executives. We also defined a transition strategy from the company's current state to its vision and conceptual design. Ultimately, new process implementation:
1) reduced training time for a customer service representative from seven years to eight months; 2) improved the perception of "customer transactions and billing" as a function; and 3) increased the value delivered to the customer.
Story Categories: Organizational Design and Strategic Planning. Story Tags: Benchmarking, Business Process Redesign, Change Management, Communications Planning, Corporations, Customer Relationship Building, Process Improvement, and Utilities.
90% Reduction in Time Required to Train Customer Representatives
0
0
