Client Testimonials

‘’As Director of Customer Services responsible for both rural and urban Customers the Management Operating Systems implemented in SaskTel with PVA helped our front line Managers better understand the daily volume of high value work our technicians were completing. The Management Operating system engaged the Service Managers in a closer partnership with the Dispatchers and Schedulers, on a daily basis ensuring fully loaded techs as well as increased movement of techs to where the demand was. PVA worked side by side with the front line Managers, providing coaching and on-site support. Managers were involved in all steps of developing the Management Operating System which ensured their understanding and support. Our year over year results have seen improved Customer wait times, reduced costs and employee involvement in identifying opportunities to improve process’’

Telecommunications - Field Operations

Duane Hayunga, Director of Operations (Prince Albert) - SaskTel

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‘’As Director of Customer Services responsible for both rural and urban Customers the Management Operating Systems implemented in SaskTel with PVA helped our front line Managers better understand the daily volume of high value work our technicians were completing. The Management Operating system engaged the Service Managers in a closer partnership with the Dispatchers and Schedulers, on a daily basis ensuring fully loaded techs as well as increased movement of techs to where the demand was. PVA worked side by side with the front line Managers, providing coaching and on-site support. Managers were involved in all steps of developing the Management Operating System which ensured their understanding and support. Our year over year results have seen improved Customer wait times, reduced costs and employee involvement in identifying opportunities to improve process’’

Telecommunications - Field Operations

Duane Hayunga, Director of Operations (Prince Albert) - SaskTel

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‘‘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’’

Telecommunications - Field Operations

Greg Meister, Vice President Customer Services Operations - SaskTel

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‘‘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’’

Telecommunications - Field Operations

Greg Meister, Vice President Customer Services Operations - SaskTel

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‘‘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’’

Telecommunications - Field Operations

Lorraine Sikorski, Director – Customer Services (Provincial Operations) - SaskTel

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‘‘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’’

Telecommunications - Field Operations

Lorraine Sikorski, Director – Customer Services (Provincial Operations) - SaskTel

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A decision was made in early 2010 to work with PVA in our sales call centre and store operations. Our goal was to identify opportunities to enhance customer service, to improve efficiency and to introduce a management operation system which puts rigor into how we manage the business, coach our people, and improve overall results.

I have been very pleased with the outcome of this engagement. By engaging our workforce to identify opportunities to improve the business, developing metrics to manage results, and providing our management team with better skills and metrics to lead their team and drive results we have achieved the desired outcomes and have processes in place to ensure sustainment of this initiative.

Telecommunications – Business Sales

Ken Keesey, VP Customer Service – Sales - SaskTel

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A decision was made in early 2010 to work with PVA in our sales call centre and store operations. Our goal was to identify opportunities to enhance customer service, to improve efficiency and to introduce a management operation system which puts rigor into how we manage the business, coach our people, and improve overall results.

I have been very pleased with the outcome of this engagement. By engaging our workforce to identify opportunities to improve the business, developing metrics to manage results, and providing our management team with better skills and metrics to lead their team and drive results we have achieved the desired outcomes and have processes in place to ensure sustainment of this initiative.

Telecommunications – Business Sales

Ken Keesey, VP Customer Service – Sales - SaskTel

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PVA Group of individuals was very Professional and courteous to the needs of our queue and non-queue environment. PVA were able to work around our organizations needs to run the business without a great deal of disruption to our in-scope staff.

The results I saw were from “Now” a support perspective and looking back on a “Former” Sales manager role. The PVA tools empowered our front line managers, and the way they worked with our Director team to drive these changes through was quick and noticeable within a few short weeks.

Again from my Support role, the opportunity gathering was a great lesson learned in combination with Director and corrective team prioritization has been a huge asset to my team and finding the greatest most cost effective win for our employees. Boosting Employee morale, in terms of a feeling of their concerns are being heard and addressed. As well, bringing add

Telecommunications – Call Centre

Kirk Sinclair, Consumer Sales Manager, Technology Operations - SaskTel

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PVA Group of individuals was very Professional and courteous to the needs of our queue and non-queue environment. PVA were able to work around our organizations needs to run the business without a great deal of disruption to our in-scope staff.

The results I saw were from “Now” a support perspective and looking back on a “Former” Sales manager role. The PVA tools empowered our front line managers, and the way they worked with our Director team to drive these changes through was quick and noticeable within a few short weeks.

Again from my Support role, the opportunity gathering was a great lesson learned in combination with Director and corrective team prioritization has been a huge asset to my team and finding the greatest most cost effective win for our employees. Boosting Employee morale, in terms of a feeling of their concerns are being heard and addressed. As well, bringing additional opportunities to the forefront we have never considered before. They seemed to either be accepted pain points or just swept under the rug in the past.

My only concern is this will not spread quickly enough through the remainder of our corporation.

The experiences I have had with those groups who have adopted the PVA methodology has been very effective and practical. We speak a common language on corrective teams and find we all are aligned to one common goal. This was not common cross functional teams through our company in the past.

The other thing I have found is I start to see productivity opportunities outside of my own business. Airlines, restaurant, even construction observations, it drives my wife nuts.

It has been over a Year, and we continue to see the positive results from our sales manager/teams with the time they now spend with their employees and out from behind their desks.

Telecommunications – Call Centre

Kirk Sinclair, Consumer Sales Manager, Technology Operations - SaskTel

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