CCDirector™ Case Study: Customer Process Management

A national energy company centralised its operations after having had a strong regional structure with all functions reporting to regional management.  The quality of customer service immediately went down so the management blamed the frontline employees because of resentment towards the centralization program. 

However once the capability assessment was completed using CCDirector™, it became immediately clear that the frontline team culture was strongly customer focused (2nd Base), as were the metrics but they were not being provided with sufficient tools in terms of the customer processes or how they were managed.  It transpired that the regional customer operations relied on local transfer of knowledge and did not sufficiently document customer processes or methods.  So after centralization the customer-focused regional teams bombarded the central teams with questions and requests for changes that could not be accommodated.

When planned changes were added, it also became clear that there was no coordinated effort to improving the customer processes, which would impact customer service consistency and return on investment.  A customer process program was launched and the CCDirector™ gap analysis used to guide and scope changes across all the strands in the profile.