Operational ExcellenceNew Mobile Telephony Provider for Tyco across EMEA The sourcing and telecommunications teams across EMEA successfully tendered all of their mobile phone and data requirements. The outcome produced a winning response from the “Freemove Alliance” that will deliver a 25% reduction in mobile costs across the board, equating to an annual saving of approximately $2m. Implementation of the service has already started and will be completed within Quarter 2 FY11. Managing Customer ComplaintsColleagues from different departments all over Germany came together to kick-off the “ADT Germany complaint management circle” to build up a common understanding of the complaint management process. After analyzing the current status and the customer needs the team re-defined core processes and agreed on service-level agreements providing more reliability for internal as well for external customers. The improvement implemented delivered immediately results reducing the overall complaint handling time by 40%. Compliance Process for Third Parties ImprovedA new Supplier Master Data process has been initiated in Germany and will be expanded across other countries. This process brought together the Finance, EHS and Quality Management teams and will greatly improve our compliance to the Third Party Supplier Project. It covers all of our compliance concerns and the over arching Tyco certification requirements. It also improves our communications with our suppliers as all requirements will be addressed in a single document. Customer Service Improvements through Lean Six SigmaThe Spanish Lean Six Sigma (LSS) team has launched a series of continuous improvement projects for First Time Fix, Installation Quality, Product configuration, Battery Life Cycle and Technician Routing / Planning that will have a direct impact on the quantity of alarm and service requests from our customers. The combined result of this program has showed a drop in service requests from customers more than 10%. This has allowed the team to re-focus these service engineers to the Retail and Residential segments of the business which have grown during the quarter. At the same time, the efficiency of the field engineers dedicated to service has improved by 9% with respect to the quantity of service calls performed within a day. This combined improvement is in addition to the benefits gained from a previous LSS project that looked into reducing the overall alarm signals being reported. That project saw a reduction of 29% of signals from Q4FY’10 and Q1FY’11. |