1. Ripple
RECOMMENDATIONS FOR THE IMPROVEMENT OF EMS

2. Agenda
1. Business Need
 Introduction
 Current State of the System
 Business Need
2. System Proposal
 Alignment with Corporate Strategy & 2015 Priorities
 Feasibility Analysis
 Requirements and Project Scope
 Proposed System Overview
3. Design
4. Implementation
 Proposed System Overview
5. Recommendations

3. Business Need

4. Business Need
 To identify drivers of improvement in people,
processes, and systems to increase and decrease
costs
 To understand the occurrence of poor team
member practices, broken business processes,
and inefficient system infrastructure to sustain
a high performance culture

5. How do we identify, manage and change the behavioural
and professional performances that negatively affect
customer relations?

6. System Proposal

7. Alignment with the Corporate Strategy
 To invest in internal capabilities to build a high-performance culture and
efficient operations
Overall Strategic Direction
 To continue to foster our culture for sustained competitive advantage
2015 Corporate Strategy
 Feedback loop leads to proper training and exposes areas of opportunity
within people procedures and processes
 Build and sustains high expectations, performance, and leadership
RIPPLE

8. Cultivating a High Performance Culture
4 Pillars
of
RIPPLE
Culture
Tools &
Reporting
Alignment
Sustainment

9. Technical Feasibility
 Built on the previous system of EMS
 Makes use of existing hardware
 Can be built and maintained using current programmers
Technology
 Feedback loops are already used in most business units
Business Application
 Low cost
 Short development time
Project Size

10. Organizational Feasibility
 Alignment with overall strategy and 2015 priorities
 CEO is the driving force
Strategic Alignment
 Multiple project champions
 Builds on interest from past initiatives
Managerial Support
 Understanding of accountability
 Initiated by team members identifying need
Team Members

11. Economic Feasibility
0
5
10
15
20
25
Year 1 Year 5
Total Costs ($m)
Total Benefits ($m)
Time (in Years)
DollarAmount(in$)

12. Economic Feasibility
ROI
• 1785%
BEP
• 1.1 yrs
NPV
• $14.4m

13. Benefits and Costs
Benefits
• Reduced
escalation
volumes
• Increased call
center
throughput
• Increase in
home service,
mobility add-on
sales
Costs
• Labour
• Hardware
• Training
Intangibles
• Culture
development
• Customer
satisfaction
• Improved
communication
• Benchmarking
• Improved
training

14. System Requirements
Business Requirements
The ability to access organized, relevant and current feedback and coaching
information to drive strategic and economic decisions
System Requirements
1. Functional
 User Training
 Feedback and Coaching Notes
 Report Generation
2. Non-Functional
 Operational
 Performance
 Security
 Cultural and Political

15. Project Scope
In Scope
 Four Business Units
 Customer Delivery
 Enterprise
 SMB
 Customer Experience
 Approximately 10,000 members
 Focus on feedback, coaching notes, and reporting on top drivers
Out of Scope
 Absenteeism in cross-department and project
 Remaining team members in the initial phase of the system
launch

16. Design

17. Implementation Plan

18. Risks and Mitigation
Type Risks Mitigation
Organizational Lack of familiarity
with new
application
Provide a comprehensive training
guide; require a test on the system
Technical Security breaches of
confidential records
Instate authentication process;
supervise activity
Technical Data overload Perform consistent technical
maintenance

19. Recommendations

20. Major Takeaways
Driving sales is critical to future success. An effective
frontline employee base is needed to drive that growth.
Customer Satisfaction
 Customer rework and displeasure
 Critical to take steps necessary to put customers first.
High Performance Culture
 Sustainment of the company’s current competitive advantage.