Customer Service Soars! Six Thinking Hats in Business Process Management 

De Bono Tools in Action 

By Lynda Curtin, The Opportunity Thinker

Company: MobiFon-Connex in Romania

Presenter: Simona Adelina Popovici, Associate Director, Organizational Development & Employee Communication, Human Resources

MobiFon-Connex, the first mobile telecommunications company to win a GSM license in Romania, is the market leader. Their mission, "We make it easy for people in Romania to stay in touch and to connect to the world," has helped them focus on the needs of their customers, and to win the Best Management award from the Economist three years in a row . 

In 1999 they started to train their employees in Six Thinking Hats and Lateral Thinking tools. They eventually incorporated the Six Thinking Hats tool into all phases of their Business Process Reengineering project which led to impressive improvements in customer service.

Customer Service Soars:

1. The average speed to answer a customer phone call went from 225 seconds to 40 seconds

2. The average number of phone calls per customer, per month, dropped from 3 calls to 1.28 calls

3. A new point of sales process was introduced which reduced activation time from 8 hours to less than 15 minutes

4. Customer retention -  customer churn was reduced by over 50%

5. A bad debt process was introduced that reduced bad debt from 4% to 2.18%

The results speak for themselves. Some comments from their employees on the usefulness of the Six Thinking Hats:

"First real opportunity to practice and use the Six Thinking Hats training. And it worked! This is a good sign that we can make efforts to concentrate on a specific matter and stick to that matter."

"We found a lot of solutions in a very short period of time."

"It created a common direction for all people involved."

"Brought discipline to the group."

This is a great example of a company that undertook a big project, and understood they needed to select and implement an appropriate process tool to help employees think through all of the possibilities, in order for the project to be successful. 

Six Thinking Hats Master Trainer, Lynda Curtin, is certified by Dr. Edward de Bono in all of his thinking methodologies. She an expert ideation facilitator, professional speaker, trainer and author in the fields of business creativity, marketing and speaking. To book Lynda for your event call 818-507-6055 or email info@LyndaCurtin.com For more information on her programs go to www.LyndaCurtin.com

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