Cases

Business Re-Engineering for a Leading Telecom Company

Challenge

The company was growing rapidly at 100 percent per annum. Customers in the industry wanted a total telecom solution, not stand alone products. The client was not in a position to leverage the strengths of different divisions, so as to fulfill the customers’ needs. Other constraints the client faced were:

  • Unclear responsibilities, resulting in poor accountability
  • Subjective performance appraisal systems
  • Command and control environment
  • Too much bureaucracy and centralisation
  • Inter-departmental friction and barriers
  • Inadequate information technology and infrastructural support

Our Approach 

UC was involved in a 17-month effort to re-engineer all the functions, such as marketing, services, distribution, human resource development, finance and administration. We took the following approach:

  • Defined the company’s vision, mission and core values
  • Changed the strategic focus from the sale of stand-alone products to solutions that met customers’ needs
  • Restructured the organisation around business processes, including a comprehensive redesign of all key business processes
  • Formed a set of product and technology support groups and a team-based organisation structure with the ability to provide solutions to customers
  • Created detailed job descriptions for each position in the organisation structure and staffed personnel accordingly. Developed key performance indicators and a comprehensive performance evaluation system
  • Designed and implemented an information technology strategy to support the reengineered environment and selected an enterprise-wide software package
  • Developed a comprehensive communications program to convey the need for change to over 600 employees across the country
  • The focus was on implementation, with a pilot at one branch, where all the recommendations were tested, prior to a full-scale rollout to 20 branches. A core re-engineering team comprising 14 client personnel, was assigned on a full-time basis for the duration of project. The position of the head of re-engineering was created to ensure an on-going focus on improvement

Impact

UC re-engineered all the divisions and departments of the organisation, with changes in strategy, functions and the focus of the company.