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Rogers Cable

In: Business and Management

Submitted By souls
Words 1257
Pages 6
Table of Contents

Situation Analysis 1
The Problem 1
Options 2
Criteria of Evaluation 2
Evaluation of Options 3
Recommendations 3
Action Plan 3
Exhibits 4

Situation Analysis
Rogers Cable is the leader in Canada’s cable television market, with a over 2.3 million cable television subscribers and 500000 internet subscribers. In 1993 the Canadian government relaxed the norms of telecommunications industry followed by an application in 1999, allowing local carriers to change the content of the information passing through their networks. This led to increased competition in the market and the customers enjoyed a lot of choice. As such Rogers Cable focused completely on increasing its subscriber base and revenue growth, ignoring cost reduction.
In 2002 , through customer feedbacks and polls, it was known that customer satisfaction was poor. Further probing of the situation led to the fact that 16% of all installations required servicing within 30 days and the same was for repeat service activities, leading to an enormous financial loss to the company (Exhibit 1). Along with this there is a significant loss of time and resources, both financial and otherwise, in attending those redundant calls.
The company outsources most of its field service technicians to 36 business partners, thus having 700-800 contractors nationwide, of which only 18% were Rogers Cable employees. It was so because the demand in the industry was seasonal and hiring full time employees was impractical. Rogers Cable had no central system in place to know which technician had visited a customer, so the technicians didn’t know the exact history of a certain problem or the fact that it might have been reported earlier, ending in visits of different technicians to the same customer. Along with this, the lack of feedback system kept them uninformed about the status of...

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