The document outlines a vision to be the best operational support organization to transform business goals and directions. It discusses implementing initiatives, driving efficiencies through planning, and creating business strategies. The values of perception, partnership, preparedness, priority and productivity are highlighted. The landscape of operations support has changed, but the mission of excellence remains. Relationship management and project management skills are more valuable than ever, including effectively communicating, managing presence, and driving productivity.

1. OUR VISION IS TO BE “BEST IN CLASS”
OPERATIONAL SUPPORT ORGANIZATION TO
TRANSFORM THE BUSINESS DIRECTION AND GOALS
SUPPORT
• Implement HQ initiatives
with Operational and
Retail teams
• Supply resource for
system/product launch
initiative
SPEED TO MARKET
• Drive efficiencies via Go
To Market Planning
• Optimize processes
through key learning's
STRATEGIC DRIVER
• Create business
strategies to support
channel specific priorities
• Align/Scope best
practices for
area/regional adoption
ORGANIZATION VALUES:
PERCEPTION
PARTNERSHIP
PREPAREDNESS
PRIORITY
PRODUCTIVITY

2. THE LANDSCAPE OF OPERATIONS SUPPORT HAS
CHANGED, YET OUR MISSION FOR EXCELLENCE HAS
STAYED THE SAME.
PROJECT MANAGEMENT AND RELATIONSHIP MANAGEMENT SKILLS
ARE MORE VALUABLE THAN EVER!
EFFECTIVELY
COMMUNICATE
MANAGE
PRESENCE
Sales Group
Individual
Field Visit
Collaboration
DRIVE
PRODUCTIVITY
Ops

3. Project
Management
Key Deliverables Key Priorities
• Proactive vs. Reactive Planning (“No Surprises”)
• Build Contingency Plan (“What If”)
• 30/60/90 Day Timeline Approach
• Own “All Things HUM” (Even From Partners)
• Leverage Team For Different Levels of Work
Relationship
Management
• Always Provide Solutions (“Find Way To A Yes”)
• Respect “The Gift” Of Meetings
• Align on Field Visit Effectiveness
• Perform Field Visits Cross Teams
(Market/Vendor)
• Set Minimum Field Visit Standards
Cross
Channel
Partnership
Customer
Experience
Subscriber
Growth
Aftermarket
Partnership