An experienced team of our Management Consultants could provide your organization with the management training and coaching required to deliver any number of the below performance improvements.

Front End

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Areas in which PVA has worked:

• Planning and Scheduling
• Engineering
• Procurement and Purchasing

 

Performance Improvements:

• 44% in hours per project
• 75% in on-time attainment to project deliverables and due dates
• 300% in first line active supervision levels

 

Field Operations

 

Areas in which PVA has worked:

 

• Planning and Scheduling
• Control Center
• Voice, PBX, DSL, TV, Data
• Programming and Development
• Installation and Repairs
• Customer Services
• Enterprise Services
• Cable Placement, Splicing , Maintenance, Repair
• Cable Repair Locations – Garages and Home Dispatch

 

 

Performance Improvements:

 

• 40% in SGA cost per revenue dollar
• 40% in COGS cost per revenue dollar
• 35% in the order to delivery cycle time  
• 23% in completed orders per worked hour  
• 20% in tickets per hour worked 
• 24% to 46% in the ratio of standard hours per hour worked
• 60% in standard hours per overtime hour worked
• 300% in active supervision levels
• 100%+ in the volume of PM activities
• 20% in total repair times
  
• 20% in labor costs
  
• 100% in average on-site response time
  
• 25% in unit costs
• 50% in equipment availability
  

Call Centers

 

Areas in which PVA has worked:

 

• Planning and Scheduling
• Call Center and Help Desk
• Verification Center
• Customer Care

 

Performance Improvements:

 

• 15% in Customer Service levels
• 50% in the optimization of the Call Centre coverage-to-customer call profiles
• 35% in total calls offered
• 11% in total calls per hour
• 50% in end-user customer satisfaction
  
  
  Case Study 1: A Merging of Technical and Tactical Strengths
  Case Study 2: Putting the Customer First
  Case Study 3: Field Leadership Excellence
  Case Study 4: Optimizing Systems to Improve Delivery to the Customer
  Case Study 5: Improving the Scheduling Process was Priority #1
  Case Study 6: Balancing Productivity and Grade of Service