1 / 9

Customer Excellence Discussion & Explanation of Project Structure Options To: CY Zebot

Customer Excellence Discussion & Explanation of Project Structure Options To: CY Zebot. Marty Stetzer Houston August 23, 2005. Presentation Outline. Concerns have been expressed by some of the participants in the Daily Firt Project that: “ We could have gone faster”

Télécharger la présentation

Customer Excellence Discussion & Explanation of Project Structure Options To: CY Zebot

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Customer ExcellenceDiscussion & Explanation of Project Structure OptionsTo: CY Zebot Marty Stetzer Houston August 23, 2005

  2. Presentation Outline Concerns have been expressed by some of the participants in the Daily Firt Project that:“ We could have gone faster” “ We knew the key objectives in the beginning” This presentation discusses: • The approach used for the Daily Firm Project • Why it was selected • Other possible options • Recommendation Appendices: • Identified solutions - details • Project Discoveries and Value of Intangibles

  3. Approach Used:Implementing Permanent Daily Firm Improvements 5/15 6/15 7/15 8/15 4/15 Apply Business Model Customer Strategy & Dashboards Identify Improvements Set a Vision Analyze Issues & Opportunities Selected “Daily Firm” “As Is” Mapping Plan Implementation Around Specific Projects Incorporate Customer Focus Cross-Functional Team

  4. Workshop IV Results - 8/09/05 HoustonDaily Firm Improvement: Potential Projects Interdependencies Key Objectives: 1. Collapse the timeline and 2. Reduce paperwork… The Vision S51 Deal Capture S94 Master Agmt B121 Auto email S86 Tariff Chg Multi A’s/B’s S87 Tariff Chg <30day B117 Auction A1 Customer Education Mid Sized Projects S80 Nom Edits B115 Auto load spreadsheet S74 TariffChg-K Improvement to Customer Quick Hits S3 Econtract S43 Automate entirely S48 Real Time Capacity S9 Admin Assist A7 Tariff Chg- Rev Credit S88 Tariff Chg-New ST Svc B120 IM-TV S37 MRT Tariff Chg Time & Resource Criteria IT--------------- 40 hours IT ------------- 500 hours IT -------------- over 500 hours Legal ---------- 45 days Legal ---------- 9 months Legal ---------- over 9 months Client Svcs -- 30 days Client Svcs --- 6 months Client Svcs -- over 6 months

  5. Appendix • Projects Identified by Participants • Project Discoveries - Value of Intangibles

  6. PROJECTS IDENTIFIED BY PARTICIPANTS

  7. PROJECTS IDENTIFIED BY PARTICIPANTS (CONTINUED)

  8. Project Discoveries: Value of Intangibles Daily Firm Process Improvement Verbatims • + Everyone has a voice, and all job responsibilities are important and represented • + Open answers from everyone • - Thought coming in that a few quick hits would make a difference. Not sure now. • + Did not fully understand Cindy’s area • + A lot of issues are similar across CNP • + Went deeper that I thought we would • + Structured flowchart helped • + Categories helped: Issue, Solution, etc • - More issues than I thought • + Seeing the process from A-Z was good • +This does not just apply to Daily FT • - Not a lot of quick hits... Need Tariff changes and systems fixes • - Expected more solutions & more creativity We now have 16 people who understand the Daily Firm business from end to end

  9. Project Discoveries:Value of Intangibles II • Understand need for vision vs. staying stuck in the issues • Time allocated to new ideas vs. the issues analysis • Afternoon session tough to keep excited after a busy day • Too much time between sessions – anxious to get started • Helpful to go through the issues – though it took a long time • Focused on issues • Issues and solutions now coming together • Structure is good. Determined all of the issues then the solutions. • Learned a lot about the entire process • When the whole process is put together, we are able to see it and find solutions • Things moved faster today • We moved beyond the current state • Narrowed down the problems and solutions

More Related