mr. mohammed rabei 7 keys to successfully implement improvement projects the journey to excellence...

Tanmyah Group

www.Tanmyahgroup.com

7 Keys to Successfully Implement Improvement

Projects: The Journey to Excellence

for Zain Call Center

Tanmyah Group Management Consulting & Training

2nd Kuwait Quality Summit

May 2012www.Tanmyahgroup.com

Dr. Mohamed Rabie ElsheikhManaging Director, Tanmyah

Group

Tanmyah Group


The need for change

• Tough competition • Customers’ demands • Employees’ needs• Improve efficiency• Cost reduction • Mergers & Acquisition • New Technologies

CONTINUOUS IMPROVEMENT FOCUSING ON YOUR CUSTOMERS

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Change! Who needs it? • 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

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Are companies successful in implementing change?

Not Very Successful

Very Successful

Moderately Successful

Too soon to tell

Unsure33%

27%

27%

9%

4%

More than 80% of improvement projects don’t achieve expected results

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Why Change Fails ?

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.

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Why do people resist Change?

Not Knowing:

Lack of understanding or knowledge regarding the change.

Not Able: Lack of skills to execute the change.

Not Willing: Lack of motivation to enact the change.

Not Knowing

Not Able

Not Willing

The Resistance Pyramid

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Not Knowing

Not Able

Not Willing

• Performance Management • Reward & Recognition

• Training• Processes & Job Design

• Communication• Employees Involvement

Top

Man

ag

em

en

t C

om

mit

men

t &

Lead

ers

hip

The Resistance Pyramid

Main Strategies For Effective Change

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7 Keys to successful implementation of Improvement Projects

– 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

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Model for successful implementation

Successful implementation of improvement

projects

Top management

leadership

Communication

Employees involvement

TrainingProcesses & JDs

Performance measures

(KPIs)

Reward & recognition

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Zain Customer Service Challenge

How to achieve Excellence in Customer Service??

How to change customers perception (internal & external)??

How to achieve Excellence in Customer Service??

How to change customers perception (internal & external)??

Main Challenge

Apply Service Quality Standards in the Call Center,

Customer Service @ branches & dealers

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Quality of Service

Customer Services (Value Differentiator)

Customers Expectations>

Happy Employees & Customers

So are we meeting customers’ expectations ?

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What are customers’ expectations?

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Opportunities & Challenges

Diversified servicesChanging Customers needsDynamic industry No of employeesPeople Skills & experienceDifferent systems24/7 work shiftsConsultants

ChallengesTop ManagementCompelling visionGreat teamWork environmentBrandCompetition

Opportunities

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How to Achieve Success?

Opportunities

Success >

Challenges

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Phases of CS Improvement Project

PLAN ANALYZE DESIGN IMPLEMNT EVALUATE IMPROVE

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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.)

PLAN ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVE

PLAN PLAN


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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

ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVE

ANALYZE ANALYZE

PLAN


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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

DESIGN DESIGN

ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVEPLAN


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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

IMPLEMENTIMPLEMENT



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Measure performance internally & externally and evaluate results

Assess effectiveness of the communication plan

Assess training effectiveness

Identify required amendments in the plan & resources

EVALUATE EVALUATE



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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

IMPROVE IMPROVE



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Lessons Learned

Focus on the goalBe available & Walk around Periodical reports to top management – be part of their scorecardWeekly/monthly meetings with top managementOpen communications – 2 ways & Employees feedback Provide training in new values, skills and behaviorsEncourage good ideas Be flexible to changes Phase implementationWhat’s in it for me? (Win – Win)Encourage senior leadership to communicate and live the vision/strategyShow the benefits – reward employees on performance (monthly incentives)Grab opportunities for quick success: recognition and celebrationShare success stories to build customer centric culture

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Successful Implementation Of Improvement Involves...

BALANCE

Motivation/need for change Management commitment Clear communication Stakeholders involvement Team approach Training

HUMAN

Strategy Org. structure Project plans Processes & Technology Effective tools and

techniques Experienced, focused

resources

TECHNICAL

...a balance between both the technical and human aspects

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Who Care???

If you take care of your people, they will take care of you

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Many Thanks & Best Wishes

[email protected] [email protected]

Twitter @mohrabie & @tanmyahgroup

LinkedIn: http://kw.linkedin.com/pub/dr-mohamed-rabie-elsheikh/3/59a/212

mailto:[email protected]

mailto:[email protected]

http://kw.linkedin.com/pub/dr-mohamed-rabie-elsheikh/3/59a/212

http://kw.linkedin.com/pub/dr-mohamed-rabie-elsheikh/3/59a/212

mr. mohammed rabei 7 keys to successfully implement improvement projects the journey to excellence...

Business

processes

amp

people

www

change

tanmyahgroup

knowing

skills