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Customer Excellence Discussion & Explanation of Project Structure Options To: CY Zebot

Customer Excellence Discussion & Explanation of Project Structure Options To: CY Zebot. Marty Stetzer Houston August 23, 2005. Presentation Outline. Concerns have been expressed by some of the participants in the Daily Firt Project that: “ We could have gone faster”

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Customer Excellence Discussion & Explanation of Project Structure Options To: CY Zebot

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  1. Customer ExcellenceDiscussion & Explanation of Project Structure OptionsTo: CY Zebot Marty Stetzer Houston August 23, 2005

  2. Presentation Outline Concerns have been expressed by some of the participants in the Daily Firt Project that:“ We could have gone faster” “ We knew the key objectives in the beginning” This presentation discusses: • The approach used for the Daily Firm Project • Why it was selected • Other possible options • Recommendation Appendices: • Identified solutions - details • Project Discoveries and Value of Intangibles

  3. Approach Used:Implementing Permanent Daily Firm Improvements 5/15 6/15 7/15 8/15 4/15 Apply Business Model Customer Strategy & Dashboards Identify Improvements Set a Vision Analyze Issues & Opportunities Selected “Daily Firm” “As Is” Mapping Plan Implementation Around Specific Projects Incorporate Customer Focus Cross-Functional Team

  4. Workshop IV Results - 8/09/05 HoustonDaily Firm Improvement: Potential Projects Interdependencies Key Objectives: 1. Collapse the timeline and 2. Reduce paperwork… The Vision S51 Deal Capture S94 Master Agmt B121 Auto email S86 Tariff Chg Multi A’s/B’s S87 Tariff Chg <30day B117 Auction A1 Customer Education Mid Sized Projects S80 Nom Edits B115 Auto load spreadsheet S74 TariffChg-K Improvement to Customer Quick Hits S3 Econtract S43 Automate entirely S48 Real Time Capacity S9 Admin Assist A7 Tariff Chg- Rev Credit S88 Tariff Chg-New ST Svc B120 IM-TV S37 MRT Tariff Chg Time & Resource Criteria IT--------------- 40 hours IT ------------- 500 hours IT -------------- over 500 hours Legal ---------- 45 days Legal ---------- 9 months Legal ---------- over 9 months Client Svcs -- 30 days Client Svcs --- 6 months Client Svcs -- over 6 months

  5. Appendix • Projects Identified by Participants • Project Discoveries - Value of Intangibles

  6. PROJECTS IDENTIFIED BY PARTICIPANTS

  7. PROJECTS IDENTIFIED BY PARTICIPANTS (CONTINUED)

  8. Project Discoveries: Value of Intangibles Daily Firm Process Improvement Verbatims • + Everyone has a voice, and all job responsibilities are important and represented • + Open answers from everyone • - Thought coming in that a few quick hits would make a difference. Not sure now. • + Did not fully understand Cindy’s area • + A lot of issues are similar across CNP • + Went deeper that I thought we would • + Structured flowchart helped • + Categories helped: Issue, Solution, etc • - More issues than I thought • + Seeing the process from A-Z was good • +This does not just apply to Daily FT • - Not a lot of quick hits... Need Tariff changes and systems fixes • - Expected more solutions & more creativity We now have 16 people who understand the Daily Firm business from end to end

  9. Project Discoveries:Value of Intangibles II • Understand need for vision vs. staying stuck in the issues • Time allocated to new ideas vs. the issues analysis • Afternoon session tough to keep excited after a busy day • Too much time between sessions – anxious to get started • Helpful to go through the issues – though it took a long time • Focused on issues • Issues and solutions now coming together • Structure is good. Determined all of the issues then the solutions. • Learned a lot about the entire process • When the whole process is put together, we are able to see it and find solutions • Things moved faster today • We moved beyond the current state • Narrowed down the problems and solutions

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