Rogers Cable Case
Rogers Cable: First Time Right Program
CASE STUDY ANSWER GUIDELINE
A. Defining the Issue(s):
-Eliminate the repeat effort currently required to successfully install and service customers during the 1st visit by Rogers Cable service technicians. B. Analyzing Case Data:
(Option One)
-1993 Canadian Telecommunication Act 1993 opened competition.
-Cable companies have typically focused on growing rapidly.
-Establishing a large subscriber base is key for pay-off to high investment cost.
-Focus on revenue growth NOT cost reduction is the industry mandate.
-20/100 installations have required repeat service calls.
-Performance evaluation initiatives are not managed.
-Service (or called TRUCK ROLL) is not provided by Roger employees …show more content…
Cable companies focused on revenue growth rather than cost savings as was dictated by the cable market.
Why would this initiative struggle to be properly addressed? Proper training and communication services are not being provided, in particular to the 700-800 contractors used in outsourcing this service requirement. Service technicians are not being informed on the reason for their service call; namely are they the 1st visit OR are they being sent to correct a previous poorly performed service.
Why would the introduction of proper training / communication overcome the monopolistic marketplace syndrome? Promoting, developing and managing strong training and communication initiatives (complete with KPIs) which will deliver reduced repeat services as well as lower service requirements while always delivering strong customer service will result in mitigating excessive operating expenses and enhance further market growth for Rogers Cable.
C. Generating Alternatives:
(Focus on Pro’s & Con’s and / or ‘FISHBONE ANALYSIS’ Cause & Effect)
1. Perform all services with Roger Cable …show more content…
Threats: The on-going cultural market attitude of generating revenues can prove to be an obstacle to overcoming this mindset.
F. Selecting the Preferred Alternative:
-It is essential to battle and win over the telecommunication’s open competition market.
-Develop and promote a training, evaluation and KPI program.
-Outsourcing may remain a real requirement for Rogers Cable Company in order to address the full time versus part time employment requirements for seasonable demand.
-Ensure all service technicians (Roger employees and sub-contracted) as well as automated directory staff are properly trained to deliver and support the ‘First Time Right’ program.
-Feedback from the customers need to be obtained, communicated to the service technicians and automated directory staff as well as used to improve existing training programs. Communication is KEY in this
CASE STUDY ANSWER GUIDELINE
A. Defining the Issue(s):
-Eliminate the repeat effort currently required to successfully install and service customers during the 1st visit by Rogers Cable service technicians. B. Analyzing Case Data:
(Option One)
-1993 Canadian Telecommunication Act 1993 opened competition.
-Cable companies have typically focused on growing rapidly.
-Establishing a large subscriber base is key for pay-off to high investment cost.
-Focus on revenue growth NOT cost reduction is the industry mandate.
-20/100 installations have required repeat service calls.
-Performance evaluation initiatives are not managed.
-Service (or called TRUCK ROLL) is not provided by Roger employees …show more content…
Cable companies focused on revenue growth rather than cost savings as was dictated by the cable market.
Why would this initiative struggle to be properly addressed? Proper training and communication services are not being provided, in particular to the 700-800 contractors used in outsourcing this service requirement. Service technicians are not being informed on the reason for their service call; namely are they the 1st visit OR are they being sent to correct a previous poorly performed service.
Why would the introduction of proper training / communication overcome the monopolistic marketplace syndrome? Promoting, developing and managing strong training and communication initiatives (complete with KPIs) which will deliver reduced repeat services as well as lower service requirements while always delivering strong customer service will result in mitigating excessive operating expenses and enhance further market growth for Rogers Cable.
C. Generating Alternatives:
(Focus on Pro’s & Con’s and / or ‘FISHBONE ANALYSIS’ Cause & Effect)
1. Perform all services with Roger Cable …show more content…
Threats: The on-going cultural market attitude of generating revenues can prove to be an obstacle to overcoming this mindset.
F. Selecting the Preferred Alternative:
-It is essential to battle and win over the telecommunication’s open competition market.
-Develop and promote a training, evaluation and KPI program.
-Outsourcing may remain a real requirement for Rogers Cable Company in order to address the full time versus part time employment requirements for seasonable demand.
-Ensure all service technicians (Roger employees and sub-contracted) as well as automated directory staff are properly trained to deliver and support the ‘First Time Right’ program.
-Feedback from the customers need to be obtained, communicated to the service technicians and automated directory staff as well as used to improve existing training programs. Communication is KEY in this