Below is a letter I sent over the weekend to our Service Activation Managers:
With the help of several folks, we made major progress this past week in designing and implementing a process for tracking our install pipeline and actual. I believe this will prove to be extremely valuable to our entire organization in four ways.
First, it will greatly simplify the process in which we maintain a view of our pipeline and installs. This will save our entire organization an incredible amount of time and will reduce stress level and anxiety. Beyond just those directly involved in service activation, it will help those involved in financial forecasting, capital planning, and customer relationship management.
Second, the installation pipeline data will be more accurate and more accessible. Our ability to forecast our financials will improve dramatically, and thereby help us to navigate through the difficult macro-economic environment.
Third, it will provide our sales team with greater visibility to the status of their orders. They will be able to pull up salesforce.com at any time and see what has been installed and, for those orders in the pipeline, when they will be installed.
Forth, those of you who are doing a great job of managing your orders will benefit from recognition. We will quickly learn who has command of their portion of the pipeline and is able to use salesforce.com to communicate this to those who need to know the status of their orders. We will also learn which individuals are struggling—either because of training or workload—and get them the help they need.
I know you all are working extremely hard and are under a lot of stress. I need you to trust me that this tool and process will relieve you of stress and free up time for you to do the real work of managing order activation. However, to get there, you will need to learn a few new skills and, more importantly, develop new habits in your daily work routine. I hope you accomplish this within a few days as opposed to it taking a few weeks. With this in mind, I will send you a follow-up email that will help you get up to speed quickly and make this tool everything Zayo needs it to be. I will also personally be following up with you to see how you are doing with your patch of the pipeline.
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