Cutting Contract Bureaucracy

Client Category: Technology/Communications


Situation Overview:

Satellite communications operator receiving significant complaints and lost business from customers needing short time-window transmission. Significant excess "inventory" going unsold.


Pivotal Resources' Role & Solutions:

  • Support Provided: DMAIC consulting and training
  • Analysis: Analysis revealed equal levels of reviews for small, lower-income transmission orders as for large, long-term contracts. Requests for satellite time could not be turned around fast enough to meet customer needs.
  • Solution: Pre-define criteria for validating customer credit and needs, and speed scheduling by reducing "checks" in process.


Results/Successes:

$1 million increased revenues in year one, improved relations with key transmission users.