CASE # 17
TELECOMMUNICATION
ORGANIZATION
Australia largest
telecommunications organization was faced with the challenge of implementing
web-enabled e-processes across the entire business. The goal was to produce
internal efficiencies, reduce costs and increase customer satisfaction. The
focus was on the transformation of the company into an e-process business and
the priority of web enabling its processes dealing with customers, suppliers
and itself. Resurgence facilitation involved defining the vision, program
approach, goals and objectives and gaining commitment of these at Board, CEO
and Group Managing Director level, identification of key areas for applying Internet
based approaches, tools and technologies throughout all of the company
activities, providing specific corporate focus and direction to the e-enabling
of processes and maximizing the resultant benefits for the company and its
customers, accelerating the on-line interactivity between the company and its
customers and suppliers, and establishing an effective change strategy to facilitate
transition of the organization into a e-process business. An e-process strategy
was established and implemented, key achievements included the ensuring a
comprehensive cross company implementation via clear governance and reporting
processes from the board down, reduced duplication and bureaucracy through the
development of a cross company e-processes strategy and implementation plan, acceleration
of the adoption of new ideas and innovations via the development of a clear
methodology, criteria and tools for prioritization and program planning for new
e-initiatives, customer needs being the drivers in process re-design, and enlisting
grass level support and participation for ideas generation.