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 2 nd Kuwait Quality Summit May 2012 www.Tanmyahgroup.com Dr. Mohamed Rabie Elsheikh Managing Director, Tanmyah Group
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Mr. mohammed rabei 7 keys to successfully implement improvement projects the journey to excellence for zain call center
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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
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
Tanmyah Group
www.Tanmyahgroup.com
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
Tanmyah Group
www.Tanmyahgroup.com
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.
Tanmyah Group
www.Tanmyahgroup.com
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
Tanmyah Group
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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
Tanmyah Group
www.Tanmyahgroup.com
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
Tanmyah Group
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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
Tanmyah Group
www.Tanmyahgroup.com
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
Tanmyah Group
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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
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
Phases of CS Improvement Project
Tanmyah Group
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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
Phases of CS Improvement Project
Tanmyah Group
www.Tanmyahgroup.com
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
ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVEPLAN
Phases of CS Improvement Project
Tanmyah Group
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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
ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVEPLAN
Phases of CS Improvement Project
Tanmyah Group
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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
ANALYZE DESIGN IMPLEMENT EVALUATE IMPROVEPLAN
Phases of CS Improvement Project
Tanmyah Group
www.Tanmyahgroup.com
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
Tanmyah Group
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Successful Implementation Of Improvement Involves...
BALANCE
Motivation/need for change Management commitment Clear communication Stakeholders involvement Team approach Training