Our Client is among the leading, full-service tele-communication providers in North America with a workforce of 50,000 employees and yearly sales in excess of $20B. They currently service over 13 million phone lines. They offer a wide range of communication products and services, including telephone services, wireless communications, high-speed Internet, digital television and voice over IP.
Telecommunications Field Operations Assessment Findings
Some significant results obtained by our Client included:
Telecommunications Field Operations Supervisory Activities
We engaged PVA based on positive feedback we received from some of their previous clients. In a relatively short period of time, they conducted reviews in the agreed focus areas and identified the cost savings that could be achieved by implementing their approach. They did a job in changing the culture in these areas through the training and implementation of active management and the creation of a management operating system to manage these units. Through their continued focus and support of the management team, we achieved the promised savings and have seen a significant positive impact to business results.
PVA has assisted SaskTel Operations in implementing a Management system that focuses on Metrics and Management fundamentals. The PVA professionals involved all levels of our employee base and delivered a repeatable process and framework for continuous business improvement. PVA’s simple and disciplined approach assisted my operations team to accomplish in months what we had previously spent years trying to accomplish. I now have the methodology and tools to balance operational efficiency gains with improvement to both customer and employee experience; and I can measure them. Overall, it is a difficult transition that is far from over, but well worth the investment.
I joined SaskTel’s Operations Leadership team half way through the PVA engagement and quickly saw the benefits of the tools and methodology that PVA provided to our team. Using metrics that existed or were newly developed with PVA, we applied PVA methodology to daily operational tasks and identified many opportunities for improvement. Operations team members collaborated to implement solutions that saved time and/or money and addressed customer and/or employee impacting opportunities. The methodology resulted in a sense of urgency to daily activities and ensured that appropriate accountability was shared throughout the organization. This wasn’t a project, but a change to how we manage our business that is sustainable and beneficial every day’
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.