Case Studies - Cable & Wireless Guernsey

CASE STUDY : CABLE & WIRELESS GUERNSEY

Objectives of the work undertaken

Our work was to stimulate and deliver an improvement process which ensures the business creates and implements the agreed objectives and confirms the strategy of:

Defending the operational position in Guernsey

Actively promoting and delivering a service in neighbouring Jersey

Continuing to provide technical excellence

Delivering the bottom line through the process delivery

Changing the day to day culture from public sector thinking to the

commercial reality

Scope

All 300 people in the Guernsey operation

Drivers for change

Competition from Jersey
Internal management’s desire to want to change
Momentum created through the VOE survey
Corporate objectives

Constraints

Time - due to imminent arrival on the island of competition
Regulator – poor relations with the management team

Approach / work programme

Overall Approach

Move the business from function / department to process
Inject momentum
Generate new ideas to deliver customer service

Specific Work Programme

1. Create the baseline / benchmark and generate the need to change
VOE
Cost of waste analysis
2. Management focus and commitment
A 2 day SMT commitment and direction workshop
Problem solving training for specific project teams based on the
initiatives identified from the voice of the employee survey
2 complementary 2 day workshops for all the middle management
and supervisory levels across the organisation

3. Implementation

Then multi stranded implementation including:

Strategy implementation
Process reengineering across business and residential sectors e.g.

Lead time improvement
Provisioning
Call handling

Specific departmental action plans for each senior manager
Each plan consisting of the following elements

Key actions to achieve the agreed strategy
How to sustain employee involvement
Education and training
Ensuring effective business processes
KPI’s and measurement
Communications

Education and training

To engage all employees Guernsey management delivered an education and training process to everyone - all 300, which covered the strategy, departmental action plans and specific improvement techniques.

Benefits

Reduction in waste by £1M in 12 months

Improvement in results of annual Voice of the Employee survey – 15%

improvement across all questions

Increased top line by 25% by defending local market and expanding

into new geographical areas, by being aggressive and hence taking

market share

Profit performance increased in line with revenue improvement

The internal process of improvement generated further momentum

for change