Kevin Lam Quotes

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

Tags

Papers | Minimal | Service | Level | Commitments |

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[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

There was a time of pain. Now we're back to normal service levels. So to the shareholders, we've been able to recover from the downturn. We haven't brought in more people or reduced the amount of work yet we're meeting our targets again. - Kevin Lam

We had no idea where we were starting and where we needed to go, so we started a field force approach to workforce optimization. - Kevin Lam