Evaluation and redesign of product and service delivery processes

Abstract

The Citizen's Telephone Cooperative in Floyd Co, VA is interested in supplying the most advanced technology to its customers and providing high quality customer service. As they expand, evaluations and improvement of their work practices and processes is crucial to stay competitive. The process of installing and initiating phone and/or DSL service to new customers without existing facilities or utilities was examined and redesigned. After establishment of the existing process state, process time data was collected and incorporated. Using this tool opportunities to make improvements were identified and vetted. The recommended improvements should reduce the average new customer (no facilities) viewed lead time for service initiation from 11 days to 7. days. The cross-department working group responsible for vetting work improvements and implementation ideas was imbued with a new appreciation for the importance and power of a systems perspective in creating change.