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Rogers Cable: First Time Right
In the fall of 2002, the directors of process engineering at Rogers Cable had discovered that a significant portion of Rogers Cable's installations and service activities had been followed by repeat visits within the following 30 days. This meant that services were not properly completed the first time. If high numbers of repeat and rework problems continued, customers would readily take their business elsewhere in the highly competitive environment. Eliminating repeat visits is the focus and driving force behind the First Time Right initiative, aimed to satisfy customers on the first try. The directors must devise an action plan that will motivate and retain behavioral change among field service technicians. -
Meadowlark Shopping Centre
Three business partners had finally secured the $15-million purchase of the Meadowlark Shopping Centre, a struggling mall located a few minutes away from West Edmonton Mall. The 60-day due diligence period, during which the partners had to decide whether to go through with the deal, was about to commence. If they were to go forward with the purchase, the partners had to consider changing the concept of the mall, demolishing a portion of the mall, demolishing a portion and changing the mall's concept or keeping the mall's current strategy.