CASE # 2
XYZ
COMPANY
The challenge was for
an internal systems development division of over 450 staff to produce higher
standards at lower costs, be customer responsive and commercially competitive,
while continuing to develop and support key telecommunications systems. Budgets
were tight and efficiencies needed to be gained, so that this group could
compete with external suppliers. New opportunities were emerging, but there was
a minefield of political agendas to be navigated for these to be successfully
realized. Working co-operatively with staff associations and other key
stakeholders to explore the opportunity of establishing a new branch to exploit
emerging technology. Building strong, open relationships with key internal
customers, implementing new and innovative processes, including uniform
processes throughout the division of 650 staff and contractors in 5 branches, quality
assurance and pragmatic Total Quality Management (TQM) processes, commercial
practices and contract administration, and customer satisfaction surveys. The
new development group was successful established and key achievements included
the establishment of a new branch with the support of staff associations, a
greater understanding of customer requirements and significantly improved
customer satisfaction, shorter software delivery timeframes, continuous
improvements in quality, division being the preferred supplier of software
solutions for customers, re-alignment of commercial arrangements and working relationships
with key suppliers, increased co-operation between branches within the division,
branches achieving budgetary targets, while still meeting business objectives,
product driven deadlines and cost containment.