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| “Value, velocity and quality through our transformation methodology, leading to measurable outcomes, on schedule, with rigorous risk management” |
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| inside a current engagement |
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| Change Imperative: Financial goal to grow top-line 5x supported by a 3x growth in staffing levels over 4 years for a telecom retail client. The organization is not currently in a position to scale effectively at the required pace and efficiency levels. Catamorph engaged to address fundamental operations effectiveness, to build a scalable and sustainable platform in support of the growth plans. This is snapshot of our work-in-process transformation program which provides further insight into our operating model. |
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Diagnostic:
- 60-day time-boxed diagnostic exercise.
- Areas of analysis: Sales and Operations (70% of the workforce).
- Scope: end-to-end diagnostic of these functions, with a deep-dive into 2 high-impact sub-functions.
- Based on initial findings we introduced an additional work stream for assessing organizational effectiveness.
- Diagnostics completed on schedule meeting scope/quality expectations.
Transformation Program Planning & Scoping:
- Identified several strategic initiatives.
- Prioritized and shortlisted 5 major initiatives to be executed over 12 months. Sequenced initiatives to accommodate learning curve and maximize early wins.
- Developed program charter, CBA and staffed initiatives with top performers.
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Legend: |
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Initial Diagnostic & strategic initiatives identification |
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Strategic Initiative 1: Customer Service Transformation |
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Strategic Initiative 2: Sales Effectiveness |
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Strategic Initiative 3: Organizational Effectiveness |
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Strategic initiatives staged and ready to launch |
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Baseline Assessment:
- Launched 2 initiatives and currently staging a third for launch.
- Baselined sales & customer service functions.
- Launched program steering committee attended by the CEO and his staff. This team meets every 2 weeks for 4 hours and fulfills a critical program control function.
Design:
- Developed vision, goals, metrics and operational score card for sales and call centre operations. Launched operations governance teams.
- Designed sales compensation structure, sales force acquisition, retention, training and development programs and supporting technology.
- Benchmarked goals and solution design against industry standards.
- Launched change management activity.
Pilot (Initial deployment)
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- Enabling solutions to support strategic initiatives currently being developed.
- Ensuring speed and quality by bringing in the strength of Catamorph's extensive strategic alliance network in the areas of sales training design & delivery, call forecasting, sales comp validation and internal communications.
- Change management in high gear, broad engagement and targeted communication.
Operationalize (full deployment):
- Sales effectiveness pilot sites identified.
- Call centre change elements, such as shift scheduling, deployed. Results beginning to show, e.g. abandoned call rate dropped to 5% from 40%.
- Other enablers still under development.
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