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#4 Multi National High Technology Company

The Situation:

 A Regional Customer Support Center for the company had recently undergone an organizational change effort designed to create a team-based structure. The design was not working as intended.

The AdVantage Consulting Solution:
Self-Directed Teams

After an initial assessment, interviews with senior management and employees, and an analysis of the previous design recommendations, a Management Steering Committee and Design Team were created to “repair ” the organization. Through the application of Total Quality Management (TQM) tools and techniques, a redesign of existing team structures and processes was accomplished and new goals and objectives were developed.

The Results:

Within 15 months, the district saw a 132% increase in efficiency, as measured by internal reports.

There was a 22% decrease in cost per technician and a corresponding decrease in cost per solution.

Total savings to the company was $1.1 Million.
 
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