On January 24, 2002 Simona Adelina
Popovici, Associate Director of Organizational Development
and Employee Communications at CONNEX, made a research-based
presentation at Dr. Edward de Bono's First International
Thinking Skills Conference.
The summary below provides information on
the exciting benefits CONNEX realized after implementing
the Six Thinking Hats within their organization.
WHO IS CONNEX?
A trademark of MobiFon S.A., the company that
launched Romania's first GSM network
A full communication solutions provider in
post-paid voice services and pre-paid services, data and
fax services, Internet Service Provider (ISP)
The first mobile telecommunications company
to win a GSM license in Romania
The Market Leader in Mobile Communications
in Romania
The only GSM operator in Romania to offer
Internet services
Their network covers 80% of the country and
95% of its population, while its customers can use the roaming
service in 89 countries, through 200 operators
Won the Best Management Award from The
Economist three years in a row
Six Thinking Hats was applied
to all Business Process Reengineering
project phases.
HERE ARE SOME OF
THE PROJECT'S RESULTS:
HOW WE SERVICE OUR CUSTOMERS
Average speed of answer reduced from 225 seconds
to 40 seconds
Average calls per customer per month reduced from 3 to 1.2
ACTIVATION PROCESS
Point of Sales Process introduced - reduced
activation time from 8 hours to less than 15 minutes
RETENTION PROCESS
Voluntary churn reduced by over 50%
BAD DEBT PROCESS
Reduced bad debt from 4% to 2.18%
KEY SUCCESS FACTORS
This was the first real opportunity we had to practice and
use the Six Thinking Hats training. And it worked!
