Call Servicing organization of major telecommunications corporation
			To support a major change in strategic direction, the organization decided to completely restructure its managerial approach. They sought to move from structured, hierarchical style to a team-centered, principle-based, process-focused management style. A vehicle for initiating, structuring, and installing the new management model in 150 locations across the US was needed.
			JFA designed and installed a new, nationwide, performance management system. The system aligned the goals of every department with those of the organization, and was based on accountability for results, not activities as the basis of performance success. The role of the supervisor was migrated from controller to coach, focussing on supporting the success of the operator.
			Seven years later, key elements of the system are still in place. During that time, major productivity improvement has been achieved, service levels have been maintained, and employees report steady improvement in every aspect of their work lives, despite severe work-force reductions and personnel dislocations.
		Copyright © JFA Consulting, Inc. 2004