Your CSRs and frontline support drive 43% of your OPX! Think about it…43% of your OPX is being driven by frontline personnel operating in a FAST pace, COMPLEX environment. They need the ability to make quick and accurate decisions to dispatch and resolve customer issues. To compete, you need to proactively improve your internal customer support processes to enable your frontline support staff to ensure customer satisfaction and make the most cost effective decisions. We help YOU own the first 60 seconds of customer experience! Breakthrough Concepts is equipped to provide you with the resources, proven process improvement methodologies and tools your frontline support team need. Board and Management retreats can range from a couple of hours to multiple days, depending on your needs. With Breakthrough’s expertise in process improvement and information technology dependable changes can be implemented to maximize your results.

1. Board & Management Retreats
Own the first 60 seconds!
Your CSRs and frontline support drive 43% of your OPEx!
Think about it…43% of your OPEx is being driven by frontline
personnel operating in a FAST pace, COMPLEX environment.
They need the ability to make quick and accurate decisions to
dispatch and resolve customer issues.
To compete, you need to proactively improve your internal
customer support processes to enable your frontline support
staff to ensure customer satisfaction and make the most cost
effective decisions.
We help YOU own the first 60 seconds of
customer experience!
Breakthrough Concepts is equipped to provide you with the
resources, proven process improvement methodologies and
tools your frontline support team need.
Board and Management retreats can range from a couple of
hours to multiple days, depending on your needs. With
Breakthrough’s expertise in process improvement and
information technology dependable changes can be
implemented to maximize your results.
Learn how GE & Jack Welch drove efficiencies
of 300% using Process Improvement
If you would like more information,
please feel free to contact: Tony Hoare
(717) 552-1179 | thoare@brkconcepts.com
Industry Trends
§ Financial Improvement Opportunities (Lets talk $)
§ Industry Process Stats
§ CRITICAL FEW
§ Case Study Process Improvement Successes
GE & Toyota Way - Learn how GE/Jack Welch and Toyota –
Pioneered Process Improvement in the Service Industry
SWOT Analysis – Perform Analysis to Identify your Company’s
Strengths, Weakness, Opportunities, Threats
Metric Driven Process Improvement
§ High Level Review of Improvement Methodology
§ Critical Success Factors
§ Tiger Team Approach
§ Control Dashboards/ Monitoring
§ Process Improvement Impact on IT Systems
• IT System Replacement is NOT Process
Improvement
• Integrating Process Changes into
Incumbent IT Systems
• Implementing the Change

2. Board & Management Retreat Agenda
Own the first 60 seconds!
Learn how GE & Jack Welch drove efficiencies
of 300% using Process Improvement
If you would like more information,
please feel free to contact: Tony Hoare
(717) 552-1179 | thoare@brkconcepts.com
8:00 to 8:30 Introductions and Overview
8:30 to 9:30 Industry Trends
§ Financial Improvement Opportunities
§ Telecommunication Industry Customer Support Process Statistics.
§ CSR and Frontline Support Financial Decision Impact on Bottom Line
§ Financial Improvement Opportunities (Lets talk $)
§ CRITICAL FEW
§ Case Study Process Improvement Successes
9:30 to 10:00 GE & Toyota Way
§ How GE/Jack Welch and Toyota Pioneered Process Improvement in the
Service Industry
10:00 to 10:30 Break
10:30 to 12:00 Company SWOT Analysis
§ Perform Analysis to Identify your Companies
SWOT = (Strengths, Weakness, Opportunities, Threat)

3. Board & Management Retreat Agenda
Own the first 60 seconds!
Learn how GE & Jack Welch drove efficiencies
of 300% using Process Improvement
If you would like more information,
please feel free to contact: Tony Hoare
(717) 552-1179 | thoare@brkconcepts.com
1:00 to 1:30 High Level Overview of Metric Driven Process Improvement
§ High Level Review of Improvement Methodology
§ Drive Process Improvement Across the Entire Company
§ Critical Success Factors
§ Tiger Team Approach
§ Control Dashboards
§ Monitoring
1:30 to 2:00 Process Improvement Impact on IT Systems
§ IT System Replacement is NOT Process Improvement
§ Integrating Process Changes into Incumbent IT Systems
§ Implementing the Change
2:00 to 2:30 OneView – A technology solution that:
§ Shortens time of the Customer Experience
§ Enables CSR to make better decision that drives OPEx reduction
§ Instills process improvement across entire company
2:30 to 3:00 Wrap Up