PressOrchid are delighted to announce that their associate consultant, Prit Ahluwalia has won the REC's 2008 Interim Manager of the Year. Prit collected the award at a recent ceremony at the House of Commons. Prit has won the award for his work at a Utilities client, where the challenges were clear; * Improve failing service levels, which had a massive 20-point gap to target (80%). * Introduce/embed a performance management culture. * Introduce a greater commerciality. * Design/Implement a Balanced Scorecard of KPIs to improve performance. * Significantly improve performance whilst reducing cost. * The real question was to identify staff required to achieve benchmark performance. In parallel with reviewing under-performance, Prit set in motion a number of initiatives; this involved briefing management and gaining buy-in from individuals, of long-standing. As communication was key, Prit took on board the responsibility of addressing all staff, ensuring they understood requirements and expectations. Having reviewed performance and capability, Prit introduced a change programme to address cultural issues and transform performance. It was necessary to demonstrate outstanding leadership skills to gain buy-in from skill-sets set in their ways managers indicating they had tried things before without success. Development needs were identified for managers to perform and tackle the challenges. Focus was on introducing accountability and responsibility for personal performance, enabling productivity improvement. It wasnt long before staff were motivated to drive core business objectives with a determination to deliver best-of-breed service. Actions included; * Role models were identified who would pace-set for staff to follow. * Performance reporting developed. * Daily feedback introduced. * Ineffiencies identified. * Cultural behavioural changes introduced. * Roll of Honour introduced for staff achieving standards. * Scorecard introduced covering productivity, financial and quality. Prit tackled the performance/people issues and the outcome was stunning, within 29 days the 80% target was not only achieved but a record level of 91% (Sep) was delivered, a 57% improvement (June 58%). Record performances in the groups history now being delivered month-on-month. By December, the service level increased to 96% - 66% improvement. Abandoned calls were down to 200 (from 2.5k) a 92% improvement. Wait times down to 4 seconds from 10/15 minutes. This was hugely significant outturn for a utility, matching the highest of financial service sector performance. Revenue targets were introduced with £2.2m collected in the Q4 and 7k accounts converted to DD. Beyond the Brief - Prit provided additional counsel to management, providing strategic direction and new ideas. - Prit held Customer Experience workshops challenging current thinking. - Developed a customer charter to ensure a consensus ad idem with customers over expectations this has been hugely accepted and will reduce unnecessary contacts. - Introduced written competency tests to identify training needs to be rolled out across the business. The client said, It is an understatement to say Prit made a very significant contribution within such a short space of time and has delivered real sustainable solutions. It didnt take Prit long to fit in, he brings his own brand of humour to the team and invaluable clarity of purpose. |
03-Jun-10: Over one in two broadband customers have switched providers  14-Sep-09: Orchid's Keith Gait named in the industry Top 100 03-Apr-09: The Top 50 Call Centres for Customer Service Orchid are once again proud to be supporting the Top 50 programme. 13-Jan-09: Orchid launches its New Website 08-Jul-08: Orchid Consultant wins Interim Manager of the Year
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