Indiana University - Deloitte Case Competition 2009
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Indiana University - Deloitte Case Competition 2009

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This is a case recommendation that my team and I put together for Deloitte’s local case competition in 2009. The case company was involved in telecommunications and had recently acquired a new ...

This is a case recommendation that my team and I put together for Deloitte’s local case competition in 2009. The case company was involved in telecommunications and had recently acquired a new region, leading to a patchwork of support systems throughout their divisions. We designed a roll-out plan that we believed would meet their financial, organizational and long-term success requirements.

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Indiana University - Deloitte Case Competition 2009 Indiana University - Deloitte Case Competition 2009 Presentation Transcript

  • OCTOBER 15, 2009 – CG 1026 – 9:45AM 5 TEAM [AM] BOB CLARK | MATT BLAIR | SUNNY BHALEKAR
  • Agenda Our approach to the problem. 1  Current Scenario  Selection Methodology  Deployment Strategy Overview  Recommendation  Costs and Benefits  Risks and Mitigations  Implementation Timeline  Conclusion Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Current Situation ATTAP faces many strategic challenges with their current approach. 2  Haphazard customer service applications  Resulting in many different individual “styles” of resolving support calls.  Support systems nearing capacity  Growth over the next few years will overload servers.  Customers are being inappropriately billed  Dissatisfactionresulting from overcharging and lengthy calls to customer service. Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Demographics Challenges that may arise during implementation. 3  High growth markets  Midwest, Central, Gulf Coast, Kansas  Business users  With Power-users, our service is at high risk  Acquisition of Kansas  Estimateduserbase of 70,000 customers Overview Approaches Recommendation Costs/Benefits/Risks
  • Engagement Goals Deloitte’s metrics for a successful implementation outcome. 4 ENGAGEMENT GOALS Adhere to ATTAP Ensure operational Timely Completion PROJECT Policies readiness of of All Regions (Zero Negative corporate and field (24-30 months) Customer Impact) employee STRATEGIC Ensure Scalability Improve Single-Call Enhance customer to Future Regions Resolution experience Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Multidimensional risk analysis All risks must be quantified and considered 5 ARPU  Risk can be though of as a function of many variables:  ARPU  Ratio of business users  Ratio of young users  Number of customers  Number of Central Coast workstations Central Gulf Coast Overview Approaches Recommendation Costs/Benefits/Risks [Insert source here (if applicable)
  • Regional Risk Factors Quantifying different risks assists in choosing the pilot region. 6 Customers vs. Business Users 21% Market Market Risk Level GROWTH of CUSTOMERS 18% MW GC Gulf Coast Medium 15% C Central Coast Low 12% Central Medium 9% NE Florida Low 6% CC Midwest Med/High F 3% Northeast Med 6 135 270 400 544 # of BUSINESS USERS (000’s) Overview Approaches Recommendation Costs/Benefits/Risks [Insert source here (if applicable)
  • Regional Risk Factors Quantifying different risks assists in choosing the pilot region. 7 Market Market Risk Level Customers vs. ARPU Gulf Coast Low Central Coast Low 1.5M Central Low NE Florida Medium CUSTOMERS 1M MW Midwest Medium/High F Northeast High 500K GC CC C 0 0 50 100 ARPU ($) Overview Approaches Recommendation Costs/Benefits/Risks [Insert source here (if applicable)
  • Regional Risk Factors Quantifying different risks assists in choosing the pilot region. 8 Business vs. Young Users GROWTH of BUSINESS USERS 20% GC CC Market Market Risk Level Gulf Coast Med/High 15% MW Central Coast High Central Low 10% F NE Florida Medium/High 5% Midwest Medium C Northeast Medium/Low 5% 10% 15% 20% GROWTH of YOUNG USERS Overview Approaches Recommendation Costs/Benefits/Risks [Insert source here (if applicable)
  • Types of Implementation As technologies progress, certain approaches are infeasible. 9 Big Bang Phased Parallel Implementation Implementation Implementation High Risk Med Risk Low Risk Quick Paced Slow Implementation Implementation Implementation Low Cost Med Cost High Cost Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Types of Implementation As technology progresses, certain styles are infeasible. 10 2.0M 1.5M 1.0M 0.5M 0 1 2 Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Deployment Approaches Depending on overall strategy, many approaches must be considered. 11  Double Pilot and Phased National  Pilot at 2 low risk regions simultaneously.  Phase nationally with a gap of 2 months  Tandem Pilot and Deferred Big Bang  Pilot at 2 low risk regions simultaneously  Next pilot at 1 high gain region  Big bang nationally for remaining location  Triple Mini-bang  3 mini-bangs each consisting of 2 regions  First mini-bang at 2 low risk regions  Next 2 mini-bangs will have distributed workload Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Double-Pilot / Phased Nat’l Explanation of the approach to implementation. 12  Details  Implement in low risk regions of Central and central coast simultaneously  Phased approach for remaining regions with a gap of two months  Alternate low risk and high gain regions in the phased approach  Benefits  Implementing in low risk regions will help mitigate risk of impacting business customers  Both locations together will equip the team to better implement solution at bigger regions  Phased approach will help the team get better with each phase and lower thr risk of implementation failure Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Tandem Pilot / Def. Bang Explanation of the approach to implementation. 13  Details  Implement first pilot in low risk regions of Central and central coast simultaneously  Implement next pilot in high gain region of North east  Implement using a big bang approach for the remaining regions  Benefits  Implementing in low risk regions will help mitigate risk of impacting business customers  Second pilot in high gain region will help roll out services to business customers early  Two pilots will equip the team to better implement using big bang approach Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Triple Mini Bang Explanation of the approach to implementation. 14  Details  Implement solution as 3 mini-bangs each having two regions.  Implement in low risk regions of Central and central coast simultaneously  Phased approach for remaining regions with a gap of two months  Alternate low risk and high gain regions in the phased approach  Benefits  Implementing in low risk regions will help mitigate risk of impacting business customers.  Both locations together will equip the team to better implement solution at bigger regions  Phased approach will help the team get better with each phase and lower thr risk of implementation failure Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • The Triple Mini Bang A complex scenario requires a situation specific strategy. 15 Employee ease of use Quickly reaches high gain users Minimizes customer risk Overview Recommendation CostsBenefitsRisks Implementation [Source. . .if applicable]
  • Choice of Approach Total number of workstations updated over time. 16 1200 Double Pilot and Phased Number of Wrokstations in Training National 1000 Tandom Pilots and Deferred Big Bang Triple Mini Bang 800 600 400 200 0 0 5 10 15 20 25 30 35 Month Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Expenditure Summary Different expenses need to be taken into consideration. 17 Var Software Engineers Fixed Software Engineers Employee Training 1 Engineers / 20 Workstations 4 Engineers / 1 Region 20 hours / Employee Consultants Fixed Implementation 3 Consultants – Full-time Fixed overhead costs Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Financial Outlook As the project progresses, gains are realized. 18 Outlays for the CSR $20M implementation are offset as savings are realized from increased customer $15M service efficiency. $10M $5M 0 YEARS 1 2 3 $ -5M 1st Phase 2nd Phase 3rd Phase Overview Approaches Recommendation Costs/Benefits/Risks
  • Risks & Mitigation Risks can potentially delay projects, causing financial loss. 19 Risks Mitigation plan Deploying at two regions together in Regions selected in first mini bang are first mini bang increases risk of failure low risk and a failure would have less impact on business users High gains regions not reached out Deployed at one high gain region with immediately low risk region to reach business customers early and at the same time mitigating the risk of scaled efforts Number of users to be trained in the 2 months break between first and second mini-bang almost triples second mini bang gives the team time to recuperate and reorganize Overview Approaches Recommendation Costs/Benefits/Risks [Source. . .if applicable]
  • Implementation Timeline 0 [Source. . .if applicable]
  • Conclusions A review of the future. 21  The triple mini bang custom deployment approach aligns best with ATTAP’s strategic goals through:  Minimal customer impact  Quick deployment to business dense markets  Under time deployment  Appropriate change management  An application that employees will enjoy
  • ATTAP MANAGING AUTOMATED CSR IMPLEMENTATION ACROSS MULTIPLE REGIONS OCTOBER 15, 2009 – CG 1026 – 9:45AM 5 TEAM [AM] BOB CLARK | MATT BLAIR | SUNNY BHALEKAR
  • T E A M 5 - AM October 16, 2009 Bob Clark | Matt Blair | Sunny Bhalekar ATTAP: MANAGING AUTOMATED CSR IMPLEMENTATION ACROSS MULTIPLE REGIONS ATTAP MUST OVERCOME MANY OBSTACLES IN CSR IMPLEMENTATION Upon evaluating the current scenario facing the implementation of the new system at ATTAP, the Deloitte team found a great opportunity for designing a customized approach to ensure the enhancement of customer experience as well as a smooth integration with current systems. Although a similar streamlining process had been explored in the past, we feel that experienced, ongoing support is paramount in a successful application and we will be beside you every step of the way. Deloitte understands you face a difficult decision surrounding the various styles of integrating web-based software into your current systems. We believe we can not only add value to current situation, but also to your future state. Today, our team aspires to assist you in arriving at an educated decision concerning your approach to this automated CSR implementation. IMPROVING CUSTOMER SUPPORT Customers will experience more timely, Support Staff satisfactory support after implementation of the new system. By increasing the efficiency of issue Customers Management resolution, ATTAP is able to solidify brand reputation through its public image. Upon modifying your online presence to incorporate an online issue resolution portal, you will be mitigating potential customer churn CSR with quick, simple service. By standardizing billing procedures, you are also mitigating potential risks for inappropriate billing schemes. These subscriptions not only result in an extra call to customer support, but also in extreme amounts of revenue loss by mistakenly providing the wrong services. DECREASING RELIANCE ON SUPPORT STAFF As the efficiencies of the new CSR system are realized through a reduction in calls to the service center – ATTAP will see decreases in payroll. An automated interface for standardizing service calls and ensuring the proper application of different protocols, ATTAP can make more effective use of potentially reduced support staff. Through scalable expansion procedures, you will see significant simplification of implementation to newly acquired service areas (e.g. Kansas). PROGRESS REPORTING TO ENHANCE MANAGERIAL ABILITIES While the Deloitte implementation team works on this project, you will receive reports documenting the timely achievement of checkpoints. A primary goal of this engagement is to ensure quality support throughout each step of this process. We believe project management is of utmost importance throughout our engagement with your organization.