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ASC BUSINESS PLAN PRESENTATION

By Javier Sanchez Fallas, Costa Rica
by

JAVIER SANCHEZ

on 4 November 2015

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Transcript of ASC BUSINESS PLAN PRESENTATION

Americas
Service Center
HIGH LEVEL 3 YEAR PLAN
3 YEAR PLAN
OUR FIRST CYCLE
3 YEAR
PLAN
PROPOSED
STRUCTURE
3 year plan
L & D
Market Context
Dynamic and competitive environment
More demanding clients
Economy based on knowledge and innovation capacity
POTENTIAL
BENEFITS
Use of Six Sigma Methodology to determine why our department doesn’t have a Succession Plan.

5 major causes determined as root causes.

Major cause #2: Lack of understanding on knowledge and competencies required to be promoted.

ETP
Employee Talent Development Program
From the conference
INDUSTRY BENEFITS
GAPS
TRAINING PROGRAM
TRAINING &
LEARNING INITIATIVE
3 YEAR PLAN
LEARNING &
DEVELOPMENT
COE
I
COST vs
BENEFIT
RAPID CHANGES
I
I
I
I
I
3 YEAR PLAN
QM
QA 6s PROJECT
STATE
I
L&D COE
People is the organization’s most
important competitive advantage
Succession Plan
I
Delegation / on boarding plan
Key processing documentation
Coaching & training
Meetings and projects inclusion
INNEFFECTIVE TRAINING
WHAT?
WHY?
Enable agents
Our learning community
COACHING &
FEEDBACK
Culture building
Employee retention
Address skills gap
Increase productivity and accountability
Identify talent and form future leaders
I
Engagement
"50% higher total shareholder return
12-34% higher CSAT
18% higher productivity
87% less likely to leave"
CAPACITY
ANALYSIS
Trainer occupancy
128%
I
CUST. OPS. COE
WF COE
QA 6s PROJECT
INITIATIVES
QUALITY SPECIALIST
ROLE UPDATE
PROJECT
INITIATIVES
Conduct different types of deep process analysis with the objective to identify opportunities areas when the efficiency and quality of the service can be improved

Take ownership and drive CI projects from problem definition to problem resolution and control methods

Implement, update and validate process documentation

Support supervisors on performance metrics
Top Customer Inquiries

Team Lead Accountability initiative

CISCO

Support supervisors on performance metrics
LONG TERM
PLAN
Create a specialized layer (tier 2) to handle more complex requests, key customers, FIS, RMA.

Map 800’s numbers to pre-categorize calls and route them to specific skill groups.

Generate virtual content for easier up skilling and training delivery.

Up scale the order management training.

Provide advanced web support through SME’s and specialized training
QM COE
The Team's
New structure
3 Year Plan
for Workforce
Cust Ops
SDE
ELP
Year 1
efficiencies gained
Metrics Improvement
Personnel
CSR Accountability
Eliminate order assignment and empower CSR's by explaining needs and how to move orders
ELP Scheduling
Advanced Reporting & Development
In depth Analysis
Cust Ops& SDE Scheduling
Basic Reporting
Basic Analysis
Backup
Planning
Strategy Development
Continuous Improvement
Year 1
efficiencies gained
Scheduling
CSR - Improve accuracy and planning with forecast
-RTA decreased from 2 to 0.5 FTE's
-ESAT with change reduction
-Vacation allotment increase and absenteeism reduction
-From 43 hours to 21 hours in scheduling
ELP - Muda elimination/correct resource
-From 71 to 26 hours per month
-From 440 manual changes to 220

75%
50%
90%
63%
50%
Efficiencies!
Year 1
efficiencies gained
Reporting
Productivity Report

Lateness Report

Payroll

Recognition Program winners

OT calculation

EOD Report for ELP
43 to 8.6 hours with new report creation
and automation. Accuracy levels improved.
86%

7 (sups) to 2.15 (WF) hours with a new report
and automation. Weekly updates. 69%

20 (sups) to 1 (WF) hour through automation.
Traceable with time and accurate. 95%

7 (sup) to 1 (WF) hour through Excel
efficiencies. 86% and still WIP to automate

10 (sups) to 0.25 (WF) hours through IEX
reporting and automation. 98%

Report creation generation a direct impact in AE satisfaction levels. 99% SLA achieved

Productivity
+9%
OE SLA
+10%
OE Alerts
-40%
Absentism
-40%
OT
-30%
Ternure
+46%
2015
2016
2017
HC potential needs:
TLs: +2 CSRs (self-founded - productivity)
Spanish telephony: +1 CSR (MX founded)
Portuguese: +1 CSR (BR founded)
Quoting: +1 CSR (Sales founded?)
NIC Ops transitions: +1.5 CSR (TBD)
SFDC: +0.5 FTE (TBD)
Full transcript