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
- 12. What are customers’ expectations? Tanmyah Group 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