TRCS Innovation Group Peter Bubenzer Change Management Team (EMEA)

Tom Glocer and Innovation

Process Status update Idea Generation Venue: Blog Who: All authorized people Outcome: Innovative Subjects Idea Capturing Venue: Blog Who: authorized members Outcome: Idea we will Evaluation Venue: Wiki or Collaboration Who: Owners of projects Outcome: List of ideas Definition Venue: Meeting/ppt/Telco/Email Who: Owners of projects Outcome: Steering group approval Idea Generation Venue: Blog Who: All authorized people Outcome: Innovative Subjects Idea Capturing Venue: Blog Who: authorized members Outcome: idea selection Evaluation Venue: Wiki or Collaboration Who: Owners of projects Outcome: brief presentation Definition Venue: Meeting/ppt/Telco/Email Who: Owners of projects Outcome: Steering group approval

Idea Generation Venue: Blog Who: All authorized people Outcome: Innovative Subjects Idea Capturing Venue: Blog Who: authorized members Outcome: idea selection Evaluation Venue: Wiki or Collaboration Who: Owners of projects Outcome: brief presentation Definition Venue: Meeting/ppt/Telco/Email Who: Owners of projects Outcome: Steering group approval The aim of this first step is: a) to get a good understanding of the trend in Customer Support Centers b) to find innovative ideas with a focus on customer satisfaction through technology, methods of working, organizational structure… Blog Structure The Blog has different categories and sub-categories. Idea Archive If a discussion has not as aim to implement an idea it will be achieved after a certain amount of time. If an idea is not implementable or simply out of scope it will also be archived. The conversation will be Archived on the Blog itself. Example Category: Technology Sub-category: VoIP Example

Idea Generation Venue: Blog Who: All authorized people Outcome: Innovative Subjects Idea Capturing Venue: Blog Who: authorized members Outcome: idea selection Evaluation Venue: Wiki or Collaboration Who: Owners of projects Outcome: brief presentation Definition Venue: Meeting/ppt/Telco/Email Who: Owners of projects Outcome: Steering group approval Decision Making In the blog or a telconf we decide to put an idea on the idea list. In this step we will also log all ideas against a team which will work on that Idea Capturing This is a short step to filter the ideas out that we want to follow up with. Example In the Blog or through a quick telconf we all agree that the VoIP idea needs to be presented to the Management Team. Global Manager, CM Manager, Team Leaders, Innovation Group owner.

Idea Generation Venue: Blog Who: All authorized people Outcome: Innovative Subjects Idea Capturing Venue: Blog Who: authorized members Outcome: idea selection Evaluation Venue: Wiki or Collaboration Who: Owners of projects Outcome: brief presentation Definition Venue: Meeting/ppt/Telco/Email Who: Owners of projects Outcome: Steering group approval List of ideas On a monthly bases innovative ideas are presented to Management team who will pick those who are actual feasible and realistic. Example VoIP Chat Etc

Idea Generation Venue: Blog Who: All authorized people Outcome: Innovative Subjects Idea Capturing Venue: Blog Who: authorized members Outcome: idea selection Evaluation Venue: Wiki or Collaboration Who: Owners of projects Outcome: brief presentation Definition Venue: Meeting/ppt/Telco/Email Who: Owners of projects Outcome: Steering group approval Brief presentation 3-5 slides describing more in details what the objective are, cost implication, time frame, how much time is required etc Decision for proposition plan Based on this presentation the Management team will decide if yes or no a full proposition plan is created. If the decision is yes before starting the proposition the sponsor needs to be involved and approves the idea.

Idea Generation Venue: Blog Who: All authorized people Outcome: Innovative Subjects Idea Capturing Venue: Blog Who: authorized members Outcome: idea selection Evaluation Venue: Wiki or Collaboration Who: Owners of projects Outcome: brief presentation Definition Venue: Meeting/ppt/Telco/Email Who: Owners of projects Outcome: Steering group approval Research Storage Outcome of this phase Click on image to enter Example The proposition of the VoIP Project is presented to Global Support Manager, Change Manager, FL Manager and Innovation Group Owner. All docs will be stored here

Idea Generation Venue: Blog Who: All authorized people Outcome: Innovative Subjects Idea Capturing Venue: Blog Who: authorized members Outcome: idea selection Evaluation Venue: Wiki or Collaboration Who: Owners of projects Outcome: brief presentation Definition Venue: Meeting/ppt/Telco/Email Who: Owners of projects Outcome: Steering group approval Example The final proposition of the VoIP Project is presented to Richard Beaven and Tom Frossell and the rest of the steering group. They think it is a great Idea and Richard Bevean take it into his action plan. Final presentation Steering group decide if yes or no it will be implemented.

Roles and functions

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