Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture

& culture Next Steps Appendix

Pre-defining a TOM governance structure is key to operationalizing

the initiatives and ensuring efficient implementation

Drive rapid decision-making and prioritization of initiatives

Accelerate a cultural shift in ENTITY’s and Customer Services’ ways of working

Establish ownership and oversight of implementation activities and decisions

Own the Customer Services’ roadmap providing visibility to all programs

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 Introduction
The Performance Improvement Team will:
Shape the performance
improvement agenda
Determine initiatives to
deliver performance
improvement
Provide consistent visibility
& oversight
Manage risks, issues and
critical dependencies
Drive process harmonization
Establish consistent
performance improvement
standards
Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix
The Performance Improvement Team will align initiatives with
organization goals, drive greater visibility, and issue management
The Performance
Improvement Team will not:
• Shape and communicate the transformation agenda in line with Customer Services • Set ENTITY’s overall
E.g. converting the need
strategic drivers organization goals or
to be innovative into new
• Facilitate consensus on ENTITY’s transformation goals, both financial and non- strategies
product propositions
financial, and identify opportunities for improvement • Replace the accountability
• Own the ideation process that will determine the scope of change of functions for delivery of
E.g. prioritization against overall business outcomes
• Translate transformation goals of the business into criteria to prioritize initiatives
budget, strategic
• Establish and monitor a overall performance improvement program plan to track • Approve the progression
alignment and risk
initiatives against Customer Services business goals of programs through stage
• Monitor initiatives within the performance improvement program throughout the E.g. reporting progress gates and milestones in
process and summarize the realization of benefits and KPIs against targets through the Executive their respective lifecycles
• Manage resources and capacity delivering change Transformation (this will only be done at
• Track BAU initiatives to identify required interventions or overlap Committee an Customer Services
initiative level)
• Resolve performance improvement program level interdependencies and
E.g. dependencies
risks/issues and enable escalation and cross-program collaboration where required
between Customer
• Consolidate and coordinate performance improvement program change
Services and Technology
management and communication to drive change adoption and support
• Drive definition and implementation of new ways of working across the business E.g. integration of new
• Identify improvements and use consistent methods / best practice to support script language in Contact
process harmonization Center
• Use a light touch approach to governance at the program level but mandate E.g. train initiative
common standards across initiative level activities managers on consistent
• Support knowledge sharing of performance improvement best practices methodology
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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

The Customer Services Performance Improvement (PI) Team has

specific roles and activities outlined to drive accountability
PI Team Role Organization Role Accountability Activities
Overall performance improvement within the Customer • Generate buy-in to the Customer Services strategy across
Services Organization, in particular for articulating Customer the business
Target Operating Model
VP, Customer Services Services strategy into objectives and working with the • Articulate objectives to Customer Services organization
(TOM) Board Chair
Performance Improvement Team to align prioritized and communicate Performance Improvement program
performance improvement initiatives with strategy successes and progress
• Provide overall insight on potential impacts, risks, and
Identification and recommendations for technical-related
Target Operating Model Chief Information Officer support required from external organizations based on
impacts and activities from Customer Services strategy and
(TOM) Board Members Chief Marketing Officer Customer Services objectives and Performance
performance improvement initiatives
Improvement agenda
• Obtain agreement on Performance Improvement
objectives and prioritization criteria based on input from
Defining and translating Customer Services strategy and
Performance Improvement Leader and communicate to
objectives into action; consolidating the inputs from the
Performance Improvement Customer Services Performance Improvement team
Performance Improvement Leader and Advisors to develop a
Leadership Team Directors • Provide input and guidance to Performance Improvement
set of measurable goals and priorities to form the
team as required to align progress to objectives and goals
Performance Improvement agenda
• Communicate overall progress to the Performance
Improvement Leader

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

The Customer Services Performance Improvement (PI) Team has

specific roles and activities outlined to drive accountability
PI Team Role Organization Role Accountability Activities
• Prioritize initiatives and review with Performance
Improvement Leadership Team
• Update the Performance Improvement program plan to
coordinate execution of prioritized initiatives
Prioritization and delivery of Performance Improvement • Set up the Performance Improvement Initiative Leaders
Performance Improvement
Transformation Team initiatives through maintenance of an overall Performance and Execution Teams and track overall progress against
Execution Team
Improvement program plan program plan
• Coordinate SMR input and advice
• Consolidate and communicate overall Performance
Improvement progress to the Performance Improvement
Leadership Team
• Develop the initiative-level roadmaps for assigned
initiatives
Executing and operating the standard processes to manage • Track the status of Performance Improvement initiatives
Performance Improvement Select Customer Services
performance improvement initiative activities and align them along the Performance Improvement process
Initiatives Leaders Operations Managers
with set objectives and track against goals • Communicate stage gate completion and escalated
risks/issues for assigned initiatives to the Performance
Improvement Execution Team
• Manage and coordinate the execution of tactical activities
Coordinate tactical activities at the initiative level to develop for the execution of the assigned Performance
Performance Improvement Select Customer Services
and implement the solution, manage and track initiative Improvement initiative
Initiative Owner Roles
benefits and progress against goals • Communicate stage gate completion and escalated risks to
the Performance Improvement Initiative Leader

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Project Plan for TOM – Governance Forums

Objective Key Milestones Dependencies or Risks

This plan focuses on the implementation of the governance § Participant lists finalized for each forum § Securing a regular time for each forum
forums to support the practice of continuous improvement. § Governance forums scheduled § Completion of inputs/work to drive some forums
§ Risk identification and escalation process developed § Timeliness and availability of dashboard resources

Actions Week Timing TBC

Mar 4 Mar 11 Mar 18
Key Milestones Participant lists Forums scheduled
Define format of each meeting
Outline objectives and agenda for each meeting
Determine participation level and pre-work required for each meeting
Set up logistics of each meeting

Finalize participants lists

Determine regular location and time for each meeting; send out invites
Develop dashboard
Understand data source(s) and refresh frequency of current dashboard
Assess current dashboard governance and integrate into governance forums
Draft updated front end of dashboard and deploy
Key Milestones

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