By applying Language of Value models, consultants supported by department staff identified and documented, then helped plan and implement the business case that took over $15 million dollars of cost out of the 5000 person customer support group in the first 45 days of the engagement. And it was completed without major disruption because members of the lead team could see, with new “glasses” provided by the LoV models, that all the changes were helpful and positive. They were the only group in their business division to reach and exceed financial targets during the first 9 months of the fiscal year.
Based on the initial success, several new “architect” teams were formed in customer support that tackled problems of how orders were taken, assigned and completed. Based on LoV models taught by consultants and applied by team members, the time from receipt of orders to use of services was reduced by nearly 20 % and accuracy increased by the same percent. Costs were reduced as fewer handoffs and less time were required to complete the process.
During the 12 month assignment, we are credited by an internal financial analyst with helping reduce costs by $45 million in the $500 million customer support budget and $100 million within the larger group of 10,000 employees for that business division.