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Customer Excellence Discussion & Explanation of Project Structure Options To: CY Zebot. Marty Stetzer Houston August 23, 2005. Presentation Outline. Concerns have been expressed by some of the participants in the Daily Firt Project that: “ We could have gone faster”

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customer excellence discussion explanation of project structure options to cy zebot

Customer ExcellenceDiscussion & Explanation of Project Structure OptionsTo: CY Zebot

Marty Stetzer

Houston

August 23, 2005

presentation outline
Presentation Outline

Concerns have been expressed by some of the participants in the Daily Firt Project that:“ We could have gone faster”

“ We knew the key objectives in the beginning”

This presentation discusses:

  • The approach used for the Daily Firm Project
  • Why it was selected
  • Other possible options
  • Recommendation

Appendices:

  • Identified solutions - details
  • Project Discoveries and Value of Intangibles
approach used implementing permanent daily firm improvements
Approach Used:Implementing Permanent Daily Firm Improvements

5/15

6/15

7/15

8/15

4/15

Apply Business Model

Customer Strategy & Dashboards

Identify Improvements

Set a Vision

Analyze Issues & Opportunities

Selected

“Daily Firm”

“As Is” Mapping

Plan Implementation

Around Specific Projects

Incorporate Customer Focus

Cross-Functional

Team

workshop iv results 8 09 05 houston daily firm improvement potential projects
Workshop IV Results - 8/09/05 HoustonDaily Firm Improvement: Potential Projects

Interdependencies

Key Objectives: 1. Collapse the timeline and 2. Reduce paperwork…

The

Vision

S51

Deal Capture

S94

Master Agmt

B121

Auto email

S86

Tariff Chg

Multi A’s/B’s

S87

Tariff Chg

<30day

B117

Auction

A1 Customer

Education

Mid Sized

Projects

S80

Nom Edits

B115

Auto load

spreadsheet

S74

TariffChg-K

Improvement to Customer

Quick Hits

S3

Econtract

S43

Automate entirely

S48

Real Time

Capacity

S9 Admin

Assist

A7

Tariff Chg-

Rev Credit

S88

Tariff Chg-New ST Svc

B120

IM-TV

S37

MRT Tariff Chg

Time & Resource Criteria

IT--------------- 40 hours IT ------------- 500 hours IT -------------- over 500 hours

Legal ---------- 45 days Legal ---------- 9 months Legal ---------- over 9 months

Client Svcs -- 30 days Client Svcs --- 6 months Client Svcs -- over 6 months

appendix
Appendix
  • Projects Identified by Participants
  • Project Discoveries - Value of Intangibles
project discoveries value of intangibles
Project Discoveries: Value of Intangibles

Daily Firm Process Improvement Verbatims

  • + Everyone has a voice, and all job responsibilities are important and represented
  • + Open answers from everyone
  • - Thought coming in that a few quick hits would make a difference. Not sure now.
  • + Did not fully understand Cindy’s area
  • + A lot of issues are similar across CNP
  • + Went deeper that I thought we would
  • + Structured flowchart helped
  • + Categories helped: Issue, Solution, etc
  • - More issues than I thought
  • + Seeing the process from A-Z was good
  • +This does not just apply to Daily FT
  • - Not a lot of quick hits... Need Tariff changes and systems fixes
  • - Expected more solutions & more creativity

We now have 16 people who understand the Daily Firm business from end to end

project discoveries value of intangibles ii
Project Discoveries:Value of Intangibles II
  • Understand need for vision vs. staying stuck in the issues
  • Time allocated to new ideas vs. the issues analysis
  • Afternoon session tough to keep excited after a busy day
  • Too much time between sessions – anxious to get started
  • Helpful to go through the issues – though it took a long time
  • Focused on issues
  • Issues and solutions now coming together
  • Structure is good. Determined all of the issues then the solutions.
  • Learned a lot about the entire process
  • When the whole process is put together, we are able to see it and find solutions
  • Things moved faster today
    • We moved beyond the current state
  • Narrowed down the problems and solutions
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