Order Management Redesign

Start up Implementation Team Member Meeting

November 3, 2005

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Presentation Overview

Order Management Redesign Project

Background

– What’s been done so far?

Highlights of Planned Changes

Anticipated Results

Implementation Approach and Timeline

– What’s going on right now?

– What’s the plan going forward?

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Project Background

What is “Business Process Redesign”?

– “The critical analysis and radical redesign of existing business processes to achieve breakthrough improvements in performance measures.”

What are Order Managements’ Goals in pursuing a Redesign effort?

– Determine optimum staffing levels to perform work

– Recommend methods for working together effectively

– Ensure cross-functional interdependencies work smoothly

– Develop standards and metrics

– Determine flexibility of Pinnacle to permit modifications

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Project Background: Guiding Principles

Increase Client Satisfaction by redesigning processes that are Seamless & Invisible to customers

Align work processes with Pinnacle Functionality

Recommend Motivating & Achievable performance standards

Design to demonstrate Competence & Responsiveness to our clients

Improve Staff Satisfaction & Productivity

Represent our Entire Organization

Research Best Practices

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Project Background: The Design Team

Who:– Judy Pincus (Finance) - Karla Lacy (OM/OP)

– Silvio Castrillo (PCG) - Frank De Martini (Help Desk)

– Erich Snow (Fac/Eng.) - Jay Larson (I&M)

What

– Examined current structures and processes, developed recommendations for changes

Results:

– A new tiered model for order processing

– Creation of a control desk function and billing inquiry office

– A new organizational structure to support the new processes

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Recommendation Highlights

Pinnacle/ITService Site can meet client need for auto-confirmation of orders with upcoming enhancements

Direct phone line to Order Management for order placement is still necessary for residential clients

Offer improved and more frequent training for staff and clients.

Evaluate, update and distribute documentation for staff and clients, rebuild a client “Contact” program

Maximize IT Services Site auto-population features

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The Anticipated Result: Improved Client Satisfaction

Adequate staff ratios available to perform work and improve morale

More efficient Order Process

Processes will be built around Pinnacle as the core system

Cross functional interdependencies work smoothly

Development of standards and metrics to improve quality of service

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Pre-Implementation Work

Steering Committee & Sponsor recommendation review

Final approval of recommendations

Hired Project Manager

Clustering of Recommendations

Development of Implementation Charter

Development of Teams & Charters

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Accomplishments

Paperless process in Order Management

Billing office formed

Co-location of Order Processors and Billing staff

OM Remedy Queue & ACD inquiry distribution reengineered

Facilities Engineering designs Fiber Optics circuits in lieu of Order Processors

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Implementation

Make the Design Team’s recommendations REALITY

– Implement a new Order Management process flow

– Implement formal training program for Order Processors

– Implement new IT Service Site Enhancements

– Implement a Service Offering review process

– Update Operations Processes & Procedures

– Update & Improve Web Documentation & Education for clients

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OM Redesign Implementation Teams

OM/Restructuring

Operational Procedures &

Processes

Client Communication, Marketing and Training

Staff Training

IT Services Site

Core Team

Web Documentation

Service offeringsOM/Pinnacle

Employee Communication

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The Implementation Team

Sponsor: Jay Kohn

Steering Committee: Jan Cicero, Jim Knox, Bert Stubbs, John Freshwaters, Fred Hannson,

Project Manager: Christine Yelda

Team Leads Team Name

Nancy Ansaldo Shared Services Operations Web Documentation

Susan Arsenault Order Processor Staff Training

Karen Cox Order Management/Restructuring

Vicki Hallett IT Services Site

Teresa “TJ” Janeway Client Communication, Marketing and Training

Kathy Lucas Order Management/Pinnacle

Judy Pincus Service Offerings

Erich Snow Operating Procedures & Policies

Christine Yelda Employee Communication

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Implementation Approach

Implementation November 2005 to May 31, 2006

Develop, deploy/pilot

Evaluate pilot results, make adjustments as necessary

Put new organization structure in place

Communicate with clients, transition new structures and processes into “production”

Refine processes

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Team Structure & Responsibilities

Individual Team

Lead

Member (s)

Subject Matter Expert

Receiver/Liaison

Developer

Ad Hoc Member

On call to teams for information, communication and expertise

Develop detailed plan for installing new processes

Carry out implementation tasks

Develop goals and metrics

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Oversight

Sponsor & Steering Committee– Champion of project– Liaison with executive directors– Reviews & approves Implementation plan– Authorizes action– Holds members of organization accountable– Monitors results– Reports progress to Organization– Ensures sufficient time & resources are made

available– Manages changes that need to be made within

functions– Resolves technical issues that need to be escalated

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Next Steps

Team Start up– Team meetings scheduled by leads in November– Review team charter – Set team operating ground rules & processes– Develop detailed work plan & timeline

• Determine metrics to measure• Develop resource plan

– Status reports to core team– Prepare for steering committee review of

recommendations

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Expectations & Opportunities

Alignment with Strategic Initiatives

Business Affairs

IT Services

Priority work for IT Services, part of IPPs

Thinking and working differently

Managing Change deliberately & consciously

Cross collaboration is the way to success

You are the experts and know our systems best

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Questions?