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WHY ARE THE GCC’S WATCHING?<br />
The Flash teams fight to put out multiple fires daily, dodge bullets from<br />
each other and micromanage orders to get them out the door and<br />
delivered. We are working too hard to get our jobs done. And<br />
customers are complaining they’re not happy with the service we’re<br />
providing.<br />
Why are we watching? Because we’re listening to our customers who<br />
tell us we need to do better.<br />
Over the past 5 months the Command Center has focused on reviewing<br />
our people and our processes. We’re just about rightsized and now<br />
hold refresher training meetings 3 times a week to cover all shifts. The<br />
Global Command Center Managers meet weekly to discuss challenges<br />
in their areas and create uniform practices to be used in all Centers.<br />
We meet regularly with Partner Management, the Global Service<br />
Centers, Directors of Client Services and the Quality Team to discuss<br />
pain points. There’s been a great effort towards team collaboration<br />
and focus to overcome the obstacles and growing pains Flash is<br />
experiencing.<br />
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