Improvement of involvement, ownership and awareness

TOTE-M performed an analysis for the Dutch subsidiary of one of the world’s largest suppliers of personal computers. The aim was to determine the key barriers to realizing greater customer satisfaction, lower costs and a higher level of staff satisfaction.

The barriers turned out to be the involvement, ownership and awareness of the agents on the floor. Contrary to what the management team had expected, we did not recommend initiating an improvement programme directed towards agents. The challenges clearly lay on the plate of the management itself where communication and control were concerned. Together with the management team, TOTE-M put together a plan of action, which enabled the team to successfully get to work.