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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


Projects identified by participants

PROJECTS IDENTIFIED BY PARTICIPANTS


Projects identified by participants continued

PROJECTS IDENTIFIED BY PARTICIPANTS (CONTINUED)


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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