Question: Telsol, a telecommunications company, faces new competition in the local telephone service industry due to deregulation. The company operated as a monopoly for many years, but now it has to compete for customers in the local market. Cable TV companies have started to offer telephone services using their existing coaxial cable and are quickly gaining market share. Telsol can no longer afford to irritate customers, because these customers are now able to obtain telephone services from other companies. Executives at Telsol believe that the quality of service must increase drastically to avoid losing many of Telsol's customers. Customers have identified two critical service areas:
(1) response to repair calls and
(2) response to requests for new lines. Currently, repair calls take an average of 4 days (from the time the call is received until the repair job is completed) to satisfy. Requests for new lines are currently taking an average of 7 days to fulfill. This is the average elapsed time from when the request is made until the new line is operational.
Telsol would like to redesign its processes and dramatically improve its efficiency (especially in the aforementioned service areas). Write a vision statement and a case for action that Telsol could use to launch a redesign project.