Orange Service Management were struggling with an overload of reported issues/improvements against falling service levels.
Mosaic Island were asked to perform a review of a mass of reported issues and proposed improvement initiatives to Contact Centre service management.
- Perform high level root cause analysis to determine the key underlying problem areas.
- Facilitated the triage and prioritisation of initiatives.
- Defined a programme of high priority issues to be fixed.
- Created a high level business case, plan and board submission.
- Contributed to senior management decision meetings.
