ADVISORY SERVICE & PRODUCT DEVELOPMENT CUSTOMER EXPERIENCE TECHNOLOGY BUSINESS PROCESSES & OPERATIONS DEVELOPMENT PROJECT & PROGRAM MANAGEMENT

Transcription

1 ADVISORY SERVICES Strategy Audit Customer Journey Simplification Root Cause Analysis Business Process Re-engineering Business and IT transformation Migration

2 TECHNOLOGY SERVICE & PRODUCT DEVELOPMENT CUSTOMER EXPERIENCE BUSINESS DEVELOPMENT ADVISORY PROCESSES & OPERATIONS STRATEGY PROJECT & PROGRAM MANAGEMENT

3 Strategy Audit The Qvantel Strategy Audit produces information to support analysis and decision-making on company strategy and strategy implementation. The audit report addresses how the company should change strategy, adjust implementation activities and navigate within its competitive environment. The audit answers the following key questions: Does the strategy add customer and shareholder value? Does the strategy bring competitive advantage? Is the strategy financially viable? Is the company organised and resourced appropriately to implement the strategy? Is the strategy being implemented? The strategy is compared to external market, competitor and financial realities; and the internal capabilities, including organisation and resources. The evaluation is performed by the auditor using interviews and questionnaires.

4 Customer Journey Simplification Customer Journeys hold the Moments of Truth in the customer relationship lifecycle. Making those journeys easy and coherent across the multitude of services, segments, channels, and platforms is a strategic ambition with a strong ROI for customer experience, value, and operational efficiency. Qvantel will help you to identify the key pain-points in your customer and business journeys. We facilitate transversal alignment across business functions. Finally, we drill down into your processes and systems, making sure the efforts culminate in measurable improvement results. The Customer Walkthrough approach through 9 critical journey steps (customer- and business view) serves as a systematic and heuristic guide. For each we assess: 1. As-is journey performance 2. KPIs and targets 3. to redefine the Shouldbe journey

5 Root Cause Analysis (RCA) To implement change effectively, you must have a clear view of the problems you face, not just the symptoms. So, if your attempts to reduce inbound Customer Care contacts or to shorten the xdsl delivery time haven t provided results, Qvantel RCA Service can help you define the concrete actions to succeed. Qvantel s RCA Service turns the dialogue into action. We lead the identification and classification of factors weakening your business performance. RCA points out realistic improvement topics - to identify quick-wins and to plan your roadmap to long-term improvements. Qvantel RCA workshops will: Challenge your experts to revise their preliminary assumptions Compare those assumptions to our service chain to evaluate relevance Provide concrete execution proposals Track implementation and improvements

6 Business Process Re-engineering (BPR) Things do NOT change by themselves! Continuous business process improvements are needed to address changes in the business environment. By rethinking and redesigning your key business processes, your organization can achieve fundamental and measurable improvements in costs, quality, service and profitability. Qvantel BPR includes the following steps: Strategic and organizational preparation As-is process analysis To-be processes design Process re-engineering and implementation Continuous Improvement installment

7 Business and IT transformation Business can rarely reach the long-term strategic goals without significant changes to all aspects of their operations, including information systems. With decreasing margins, tight competition, rapid technological advancement and new market demands, this is especially true for telecom businesses. Qvantel helps you to reach the goals by analysing the market environment, your current operations and your strategic goals. We will help you to design a robust product portfolio, business targets, processes and information structures, and manage the entire business transformation project from start to finish. Qvantel s 4-step transformation program: 1. Pre-study on the legacy way of working & creation of an implementation action plan 2. Design and deployment of new strategy, business processes, product portfolios, information architectures, and IT systems

8 Migration To maximize business benefits, manage risks and to release internal resources during migration, Qvantel s Migration Services deliver a tailored approach to lead and implement your migration execution project. We will: Examine the factors impacting the migration Deliver a detailed, tailored and business-supportive migration approach proposal Lead the entire migration execution project Our target it to ensure the effective and accurate implementation of project deliverables including ramp-up of processes, migration to the new system and the rampdown of old processes and systems. Qvantel uses an 8-phase methodology for executing migrations. This approach is effective both for Big Bang and Phased migrations; and it combines both waterfall and agile methodologies to account for structure implementation, clearly defined schedule targets and flexibility in execution.

9 Contact Lautatarhankatu Helsinki, Finland