Organizational transformation to improve operational and market performance
A global telecommunication and entertainment enterprise faced challenges in its post-sale (day 1 and day 2) data and enterprise processes. Costs, time and error rates were unacceptably high. Management sought to streamline process and organization to improve internal performance and improve customer experience. Scope included: Order management, Provisioning, Customer care, Planning and Engineering, Testing and Turn-up. The work resulted in transformation of the organizational structure, combination of operating groups and introduction of new roles, processes and metrics.