2011 | Business Case development, Six Sigma
– Worked with Optus Six Sigma team to quantify and prioritise the business cases for initiatives to reduce the cost of inbound calls.
Established the cost of inbound calls with expenditure by identifying the need to align these with the division P&LA
Developed an Excel model to perform analysis of customer and inbound call databases to develop the business case baseline
Clarified business case assumptions with six sigma team and operations
Completed scenario modelling for automated responses for certain call categories
Quantified the value of initiatives, and enabled prioritisation of these, by determining the value of reducing different inbound call types
Gained approval for implementation of initiatives.
