Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Tanmyah Group  7 Keys to Successfully Implement       Improvement Projects:    The Journey to Excellence for           Zai...
The need for change                      Tanmyah Group•   Tough competition•   Customers’ demands•   Employees’ needs•   I...
Change! Who needs it?                                              Tanmyah Group•   Business process design / Reengineerin...
Are companies successful in                                          Tanmyah Groupimplementing change?        Moderately S...
Why Change Fails ?                            Tanmyah GroupThe number one obstacle tosuccessful change is resistance tocha...
Why do people resist Change?                         Tanmyah Group Not Knowing:                                           ...
Main Strategies For Effective Change                 Tanmyah Group                                                        ...
7 Keys to successful implementation of Improvement Projects                                Tanmyah Group– Top management c...
Model for successful implementation                                   Tanmyah Group                                       ...
Zain Customer Service Challenge                Tanmyah Group Main Challenge    How to achieve Excellence in Customer Servi...
Quality of Service                              Tanmyah Group      Customer Services    (Value Differentiator)   >    Cust...
What are customers’ expectations?    Tanmyah Group              www.Tanmyahgroup.com
Opportunities & Challenges                        Tanmyah GroupChallenges                      Opportunities Diversified s...
How to Achieve Success?            Tanmyah GroupOpportunities > Challenges            Success            www.Tanmyahgroup....
Phases of CS Improvement Project                       Tanmyah Group    PLAN   ANALYZE     DESIGN    IMPLEMNT   EVALUATE  ...
Phases of CS Improvement Project                                      Tanmyah Group            PLAN      ANALYZE      DESI...
Phases of CS Improvement Project                                    Tanmyah Group           PLAN       ANALYZE      DESIGN...
Phases of CS Improvement Project                                   Tanmyah Group          PLAN       ANALYZE      DESIGN  ...
Phases of CS Improvement Project                                    Tanmyah Group           PLAN       ANALYZE      DESIGN...
Phases of CS Improvement Project                                     Tanmyah Group           PLAN       ANALYZE      DESIG...
Phases of CS Improvement Project                                    Tanmyah Group           PLAN       ANALYZE      DESIGN...
Lessons Learned                                                Tanmyah Group Focus on the goal Be available & Walk around ...
Successful Implementation Of                                                  Tanmyah GroupImprovement Involves...        ...
Who Care???                                           Tanmyah GroupIf you take care of your people, they will take care of...
Tanmyah Group    Many Thanks & Best Wishes           mohamed-rabie@consultant.com          Mohamed.rabie@tanmyahgroup.com ...
Upcoming SlideShare
Loading in …5
×

Mr. mohammed rabei 7 keys to successfully implement improvement projects the journey to excellence for zain call center

  • Login to see the comments

Mr. mohammed rabei 7 keys to successfully implement improvement projects the journey to excellence for zain call center

  1. 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 2012Management Consulting & Training www.Tanmyahgroup.com
  2. 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. 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. 4. Are companies successful in Tanmyah Groupimplementing change? Moderately Successful 4% Very Successful 9% Not Very 27% Successful Too soon to tell 27% 33% UnsureMore than 80% of improvement projects don’t achieve expected results www.Tanmyahgroup.com
  5. 5. Why Change Fails ? Tanmyah GroupThe number one obstacle tosuccessful change is resistance tochange - and since it is people whoresist, people are the keydeterminants of success for a changeinitiative. www.Tanmyahgroup.com
  6. 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. 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. 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. 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. 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. 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. 12. What are customers’ expectations? Tanmyah Group www.Tanmyahgroup.com
  13. 13. Opportunities & Challenges Tanmyah GroupChallenges 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. 14. How to Achieve Success? Tanmyah GroupOpportunities > Challenges Success www.Tanmyahgroup.com
  15. 15. Phases of CS Improvement Project Tanmyah Group PLAN ANALYZE DESIGN IMPLEMNT EVALUATE IMPROVE www.Tanmyahgroup.com
  16. 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. 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. 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. 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. 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. 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. 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. 23. Successful Implementation Of Tanmyah GroupImprovement 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. 24. Who Care??? Tanmyah GroupIf you take care of your people, they will take care of you www.Tanmyahgroup.com
  25. 25. Tanmyah Group Many Thanks & Best Wishes mohamed-rabie@consultant.com Mohamed.rabie@tanmyahgroup.com Twitter @mohrabie & @tanmyahgroupLinkedIn: http://kw.linkedin.com/pub/dr-mohamed-rabie-elsheikh/3/59a/212 www.Tanmyahgroup.com

×