I’ve just completed a great assignment with an electric company - a rapid change to their collections processes that now focusses on outcomes rather than activity.
In little more the two months, the team changed their priorities to tackling the larger/hardest debts first, dealing with them to conclusion, resolving upstream issues, and allocating more resource to problem resolution away from basic dialling.
The buzz in the office was amazing. The advisors were clearly active on the phone, investigating, chasing and progressing issues. The numbers spoke for themselves. And the staff satisfaction level leapt up.
All based on core Systems-Thinking principles of purpose, customer, demand and eliminating the waste work.
It’s amazing what a simple scientific method can lead too, and quickly.
Happy New Year!