Time warner cable cincinnati residential account coordinator

TIME WARNER CABLE CINCINNATI

• RESIDENTIAL ACCOUNT COORDINATOR

• (RAC)

• PROGRAM

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Environment:

• Need to Focus on Customer

TIME WARNER CABLE RAC PROGRAM

• When the moments of truth go unmanaged, the Quality of Service regresses to “Mediocrity”.

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Objectives:

• Do the RIGHT things

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Objectives:

• Do the

• RIGHT

• things

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Objectives:

• Do the

• RIGHT

• things

TIME WARNER CABLE RAC PROGRAM

• There is no way to ensure Quality or Uniformity in the absence of a detailed design.

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Strategies:

• Service engineering design model

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Strategies:

• The RIGHT people

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Strategies:

• Processes to match design

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Strategies:

• Transfer skill-sets

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Tactics:

• Sharp and Motivated

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Tactics:

• Resources and Tools

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Cost Assumptions:

• Customer Investments

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Results:

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Gravy Spillover Results:

• Respect and understanding of marketplace dynamics and efforts

• Enlightened

TIME WARNER CABLE CINCINNATI RAC PROGRAM

• Gravy Spillover Results:

• More Wins than Expected