In an initiative that was innovative in its holistic approach, Accenture collaborated with Telenor Networks to transform the company's systems operation from a function-based to a process-based organization. Accenture and Telenor merged disparate systems operations into a single location and deployed technology to automate the company's network alarm system—reducing the need to manually monitor 50,000 alarms. To help the company save even more time and resources, Accenture then worked with Telenor Networks to reorganize the 560-member field force operation and implement order management.
Accenture began the major transformation by helping Telenor Networks analyze the required organizational, process and cultural changes that would both reduce costs and significantly improve the effectiveness of the company's workforce. To achieve these objectives, Accenture helped the company create a transformed organization built around redesigned business processes. Working jointly, Accenture and Telenor Networks developed the new processes, determined the core competencies that would be required for each process, and then defined the new roles to support each competency. From that, the new, tightly structured organization was designed.
To ensure that employees focused on core activities, Accenture and Telenor created an organization in which each department had its own core competency. Employees were relocated to the appropriate departments. The move enabled Telenor Networks to more effectively utilize employees' skills and knowledge. No longer were they focusing on non-core activities, an improvement that has helped eliminate work redundancy.
Accenture also helped define the personal qualities necessary for Telenor Networks employees. The company wanted a dynamic workforce that was flexible, results-oriented, full of initiative and focused on satisfying customers' needs.
Accenture helped with the daunting task of managing the cultural change. Change agents were identified in each department—individuals who were involved in decisions and in communicating the importance of the changes to employees. Accenture also delivered the management training and is now developing a measurement and incentive system for workplace performance.