ob report final

ob report final - OB Report Rogers Cable: First Time Right...

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OB Report Rogers Cable: First Time Right Program Andrew Hines Section 013 Mon, Wed, Fri 1:30pm
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Executive Summary As external consultants to Andres Piderit and Warren Barbour, the challenge is to determine the most effective way to implement the “First Time Right” initiative. Through extensive analysis of Rogers Communications Incorporated, and Rogers Cable, it has been determined that customer satisfaction and customer loyalty has to be increased, to uphold the Rogers Cable culture. With this in consideration, the action plan to successfully implement the “First Time Right” initiative is as follows: Invest in IT to successfully implement the development of a customer scorecard program, and to search for a prospective analyst Improve the accuracy of the 24 hour customer service call center Invest in a specialized inventory management system Create a standardized examination all technicians are required to pass These requirements will improve the quality of service technicians deliver, increasing customer satisfaction. In addition, it will improve the quality of loyalty to Rogers Cable, as customers will be given more say, and more attention. This will increase technician’s skills, and Rogers Cable will continually withstand a high level of achievement throughout the future because of the long term changes being made. To ensure continual success, annual customer service surveys will continue to be conducted, so Rogers can determine any potential changes to be made to keep customer loyalty and satisfaction maximized. 2
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Introduction: Andres Piderit and Warren Barbour, directors of process engineering at Rogers Cable, Canada’s largest cable provider, were confronted by a recent issue in customer service. Many installations and service activities to customers have been ensued by repeat visits. The launch of the “First Time Right” initiative is aimed toward satisfying disgruntled customers on the first attempt. Piderit and Barbour are unsure what actions should be implemented in order to fulfill the desired results of the initiative. Past: Rogers Cable, alongside Rogers Wireless, and Rogers Media, are the three lines of business that represent Rogers Communications Inc. (RCI), a major firm in the Canadian telecommunications industry. Providing customers with these reliable, innovative developments has defined Rogers Cable as a dynamic cable supplier, focused on customer satisfaction, leading to customer loyalty. Unfortunately, Rogers is not living up to their cultural standards because of carelessness with installations and repairs, which has damaged customer satisfaction levels and brand loyalty. Rogers is also quickly identifiable by the signature red colouring and logo (see Exhibit 3) appearing on all service vans and products. Internally, the structure of Rogers Cable operates as a functional organization with
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ob report final - OB Report Rogers Cable: First Time Right...

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