Rogers Cable First Time Right

Past and Present

As Andres Piderit and Warren Barbour, this assignment entails the responsibility of reducing the rising number of repeat visits that service technicians need to make to improve customer satisfaction through the "First Time Right" initiative.

Structure, leadership, and motivation are the key root causes of the core issue. The functional structure is not being used effectively, because a directive leadership style is not in place. This leads to poor communication between the subsidiary and its “business partners”. Furthering the communication gap is the autocratic leadership method being employed, leaving the local trainer as the main communicator of the organizational goals to the technicians. This approach does not work, since it does not inspire a technician’s need for achievement. It follows that they have no knowledge of whether or not they are servicing repeat calls, therefore, decreasing motivation to working beyond the bare minimum.

Action Plan

The short-term and long-term options are focused on resolving the internal issues of ineffective leadership, poor organizational structure, and lack of communication between management and field technicians. The main goal is continuing to establish a strong loyalty within our customer base, and further promoting the “First Time Right” program across the subsidiary. Finally, each decision is financially feasible while making the overall process more streamlined and efficient.

The following short-term goals will be implemented:

• Changes in leadership style will be made, and Piderit and Barbour will take a more directive and participative role in the subsidiary.

• Bi-annual surveys will be given out to employees to evaluate their superiors.

• A standard protocol will be created for trainers to better instruct technicians, and standard examinations at the end of the training period will be put in place to reinforce necessary job skills.

• A monthly scorecard will be installed that...