Kevin Lam Quotes
The project paid for itself in a single month. Every 30 minutes your gain is millions of dollars. It's effective when you work with a large workforce. 
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Project | Paid | Single | Month | Minutes |
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It was all over the papers. We had minimal service-level commitments. Customers were waiting days just to get their phones fixed. [They] were sending letters to regulatory agencies.
- Kevin Lam
[Telus has about 30,000 employees, 9,000 of whom work in the field. The company was mandated to reduce 25 percent of employees in that area, while continuing to meet service level targets.] Management wasn't going to give us back those people, so we needed to work smarter. We were scrambling to figure out how we could make it up and do this... We knew the potential for gain was there. If we could move ourselves from five to six service calls a day, that would be a huge gain in productivity.
- Kevin Lam