Field Operations

Bell Canada - PUTTING THE CUSTOMER FIRST


COUNTRY: Canada

PRIORITY OBJECTIVES:

To improve both customer service and quality of service through the implementation of a change process that was inclusive for all employees involved. This would result in:

  • increased individual, district and department performances resulting in the recovery of hours per employee per day
  • reinvestment of those recovered hours per employee per day to their customer service

PVA’S RESPONSE:

The Approach taken was to provide Supervisors and Managers with the appropriate training and on-the-job coaching and the management tools required to better manage their processes. Specifically, the results would be achieved through the:

  • determination of standards and correction factors in all areas
  • enhancement of the management systems in all areas
  • installation of a communication process and problem resolution methodology

In addition, the project activities resulted in improvements in the communication and partnership between the Control Centers and Field Operations.

PROJECT RESULTS:

Some of the results that our Client achieved were:

  • improvements in standard hours earned
  • improvements in performance results
  • improvements in the levels of active supervision

In addition, service indicators were maintained throughout the entire change process in both regions.

PERPETUATION OF RESULTS:

Perpetuation is being realized through PVA’s on-going partnership with this company. They have some of their own employees trained as Continuous Improvement Coordinators to conduct regular system audits and to analyze and action all audit results. PVA is also conducting audits to support management system compliance and a successful implementation of their Continuous Improvement Program.

CLIENT TESTIMONIAL:

"PVA’s intervention enabled us to deploy a performance management system for all our Managers in both Quebec and Ontario. PVA’s team was able to adjust to our needs, and bring our Managers from different cultures to adopt a unique management system. We surpassed the anticipated benefits. Two years later, the system is still being utilized daily, and we continue to enhance it."
- Christian Roy, Vice President - Field Operations


For more results that we have achieved within the Telecommunications Industry.