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Macleod takes internal Primus improvement in hand

Marion Macleod is set to stick her oar into almost every aspect of Primus Telecom's operations as she endeavours to push forward the telco's new business improvement program. Marion Macleod,Head of Business Improvement,Primus Telecom Primus announced two weeks ago that Macleod would take up the post of head of business improvement, which will focus on "streamlining operational procedures" to better meet customer needs.
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Written by Renai LeMay on
Marion Macleod is set to stick her oar into almost every aspect of Primus Telecom's operations as she endeavours to push forward the telco's new business improvement program.

      Marion Macleod
Marion Macleod,
Head of Business Improvement,
Primus Telecom

Primus announced two weeks ago that Macleod would take up the post of head of business improvement, which will focus on "streamlining operational procedures" to better meet customer needs.

Macleod is a Telstra veteran with a Masters in Business Administration. She comes to Primus from her own consultancy business and reports directly to local managing director Greg Wilson.

In an interview with ZDNet Australia yesterday, Macleod said the business improvment program would have a hand in "anything that's of a projects nature, including marketing campaigns and technology enhancements."

"What we're doing is, we're starting with the projects that are coming in fresh, and we're taking a fresh approach to them," she said. "We're making sure they're integrated right across the business and taking into account all the market segments, the impact of those, and the technology itself."

"At the same time we're looking at the existing technology, which has a number of enhancements tabled for it, and looking at that across the business -- the impact of that as well."

Macleod said she was currently bringing on board a team to start orchestrating projects "in a more rigorous way".

"Further down the track, the other part of the business improvement group is looking at process mapping, and organising the processes within the company so that they're responding better to the customer needs," she said.

Customer service levels will be one particular area of focus. "That's one of the things we'll be looking at," said Macleod. "In terms of the customer experience, where we're focusing our attentions in the first place is that the technology that we put in, actually works for the customer."

"So that there aren't problems that customers have to call into our customer centre [to resolve], and when they do call, that the centre is well-resourced and able to respond."

"The intention is that the customer experience won't be an afterthought, but it'll be right at the front-end of what we're doing," Macleod added.

Macleod thinks technology should be easy to use, serve a need and not just exist for its own sake.

"How many times have you either rung up somewhere or gone into somewhere, and there's an expectation that you know [the company's] technology, and love that technology?" she asked.

"Essentially that's not what it's about. It's about: 'I'm a customer, I want to buy your product, make it easy for me.' It's not a case of why I should understand your technology."

"So we're taking the perspective of whatever solutions you're providing to the customer should be a solution that the customer can really and easily deal with, or interact with."

Turf wars
Macleod said she did not anticipate that her program would generate resentment within Primus, despite its high-level oversight capacity.

"The very nature of sound and effective project management is about getting all stakeholders on side," she said.

"I've always found that when you engage with everyone and everyone looks at the company-wide impacts, no, I don't want us to have any sense of turf wars, because there's no need for it, if you're taking a company-wide perspective."

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