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Mr. mohammed rabei 7 keys to successfully implement improvement projects the journey to excellence for zain call center
1. Tanmyah Group
7 Keys to Successfully Implement
Improvement Projects:
The Journey to Excellence for
Zain Call Center
Dr. Mohamed Rabie Elsheikh
Managing Director, Tanmyah Group
2nd Kuwait Quality Summit
Tanmyah Group May 2012
Management Consulting & Training
www.Tanmyahgroup.com
2. The need for change Tanmyah Group
• Tough competition
• Customers’ demands
• Employees’ needs
• Improve efficiency
• Cost reduction
• Mergers & Acquisition
• New Technologies
CONTINUOUS IMPROVEMENT
FOCUSING ON YOUR CUSTOMERS
www.Tanmyahgroup.com
3. Change! Who needs it?
Tanmyah Group
• Business process design / Reengineering
• ISO 9000, ISO 14000, etc.
• Total Quality Management
• Six Sigma / Improvement Teams
• Technology/system upgrades
• Restructuring / Job redesign
• Expansion or downsizing
• Mergers & Acquisitions
• Customer Relationship Management (CRM)
• Supply Chain Management
• Outsourcing
www.Tanmyahgroup.com
4. Are companies successful in Tanmyah Group
implementing change?
Moderately Successful 4%
Very Successful 9% Not Very
27%
Successful
Too soon to tell 27%
33% Unsure
More than 80% of improvement projects don’t achieve expected results
www.Tanmyahgroup.com
5. Why Change Fails ? Tanmyah Group
The number one obstacle to
successful change is resistance to
change - and since it is people who
resist, people are the key
determinants of success for a change
initiative.
www.Tanmyahgroup.com
6. Why do people resist Change? Tanmyah Group
Not Knowing:
Not
Lack of understanding or Willing
knowledge regarding the change.
Not Able: Not Able
Lack of skills to execute the
change.
Not Knowing
Not Willing:
Lack of motivation to enact the
change. The Resistance Pyramid
www.Tanmyahgroup.com
7. Main Strategies For Effective Change Tanmyah Group
Top Management Commitment & Leadership
• Performance Management
Not • Reward & Recognition
Willing
• Training
Not Able
• Processes & Job Design
Not Knowing • Communication
• Employees Involvement
The Resistance Pyramid
www.Tanmyahgroup.com
8. 7 Keys to successful implementation
of Improvement Projects Tanmyah Group
– Top management commitment & leadership: treat
as a strategic project
– Communicate reason of doing that project & plan:
keep them informed
– Involve people in planning, executing and follow up
– Train people on how to do it, let people support
each other and work as trainers & coaches
– Change processes & JDs accordingly
– Identify clear goals (KPIs) & Measure performance
– Reward & recognize good performance
www.Tanmyahgroup.com
9. Model for successful implementation Tanmyah Group
Top
management
leadership
Reward &
Communication
recognition
Successful
implementation
of improvement
Performance projects Employees
measures
involvement
(KPIs)
Processes &
Training
JDs
www.Tanmyahgroup.com
10. Zain Customer Service Challenge Tanmyah Group
Main Challenge
How to achieve Excellence in Customer Service??
How to change customers perception (internal & external)??
Apply Service Quality Standards in
the Call Center, Customer Service
@ branches & dealers
www.Tanmyahgroup.com
11. Quality of Service Tanmyah Group
Customer Services
(Value Differentiator) > Customers
Expectations
Happy Employees & Customers
So are we meeting customers’ expectations ?
www.Tanmyahgroup.com
13. Opportunities & Challenges Tanmyah Group
Challenges Opportunities
Diversified services Top Management
Changing Customers needs Compelling vision
Dynamic industry Great team
No of employees Work environment
People Skills & experience Brand
Different systems Competition
24/7 work shifts
Consultants
www.Tanmyahgroup.com
14. How to Achieve Success? Tanmyah Group
Opportunities > Challenges
Success
www.Tanmyahgroup.com
15. Phases of CS Improvement Project Tanmyah Group
PLAN ANALYZE DESIGN IMPLEMNT EVALUATE IMPROVE
www.Tanmyahgroup.com
16. Phases of CS Improvement Project Tanmyah Group
PLAN ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVE
PLAN
Realize the need for change: review customer satisfaction surveys, customers
complaints reports and consultants recommendations to identify the GAP
Get top management commitment: awareness session with top management
Assign Quality Committee to follow up change efforts
Assign Quality Manager and select QA team and Quality coordinator in CC
Develop the project plan (phases)
Anticipate required resources (personnel, tools, programs, etc.)
www.Tanmyahgroup.com
17. Phases of CS Improvement Project Tanmyah Group
PLAN ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVE
ANALYZE
Assess history & readiness for change
Anticipate barriers & motivators for change
Identify key Stakeholders & change impact
Determine the impact of change on employees job descriptions
Identify current skills/qualifications of affected employees
Evaluate current communication methods
Identify current performance measures & compensation
Assess current values & behavior
www.Tanmyahgroup.com
18. Phases of CS Improvement Project Tanmyah Group
PLAN ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVE
DESIGN
Develop communication plan & strategy
Change performance measures to include Quality standards
Include incentives scheme in people’s compensation
Change job descriptions
Identify desired skills & competencies of concerned employees
Develop training plan
Identify required changes in values and employees’ behavior
www.Tanmyahgroup.com
19. Phases of CS Improvement Project Tanmyah Group
PLAN ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVE
IMPLEMENT
Quality awareness sessions
Conduct training sessions as planned (rotation of team members as trainers)
Monitor Progress (daily/weekly/monthly)
Communicate results (instant feedback)
Provide support & coaching to employees (team leaders, supervisors and
managers)
Walk around
www.Tanmyahgroup.com
20. Phases of CS Improvement Project Tanmyah Group
PLAN ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVE
EVALUATE
Measure performance internally & externally and evaluate results
Assess effectiveness of the communication plan
Assess training effectiveness
Identify required amendments in the plan & resources
www.Tanmyahgroup.com
21. Phases of CS Improvement Project Tanmyah Group
PLAN ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVE
IMPROVE
Analyze root causes of gaps
Take corrective actions
Assess effectiveness of corrective actions
Measure benefits & compare with goals
Reward good performance (employee of the month, best team)
keep everyone informed (newsletter, board, group email)
Standardize best practice
Anchor results in the company’s culture
www.Tanmyahgroup.com
22. Lessons Learned Tanmyah Group
Focus on the goal
Be available & Walk around
Periodical reports to top management – be part of their scorecard
Weekly/monthly meetings with top management
Open communications – 2 ways & Employees feedback
Provide training in new values, skills and behaviors
Encourage good ideas
Be flexible to changes
Phase implementation
What’s in it for me? (Win – Win)
Encourage senior leadership to communicate and live the vision/strategy
Show the benefits – reward employees on performance (monthly
incentives)
Grab opportunities for quick success: recognition and celebration
Share success stories to build customer centric culture
www.Tanmyahgroup.com
23. Successful Implementation Of Tanmyah Group
Improvement Involves...
TECHNICAL HUMAN
Strategy Motivation/need for change
Org. structure Management commitment
Project plans Clear communication
Processes & Technology Stakeholders involvement
Effective tools and techniques Team approach
Experienced, focused resources Training
BALANCE
...a balance between both the technical
and human aspects
www.Tanmyahgroup.com
24. Who Care??? Tanmyah Group
If you take care of your people, they will take care of you
www.Tanmyahgroup.com
25. Tanmyah Group
Many Thanks & Best Wishes
mohamed-rabie@consultant.com
Mohamed.rabie@tanmyahgroup.com
Twitter @mohrabie & @tanmyahgroup
LinkedIn: http://kw.linkedin.com/pub/dr-mohamed-rabie-elsheikh/3/59a/212
www.Tanmyahgroup.com
