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Kevin Lam  - [Telus has about 30,000 employees, 9,000 of whom work in the field. The company was mandated to reduce 25 percent of employees in that area, while continuing to meet service level targets.] Management wasn't going to give us back those people, so we needed to work smarter. We were scrambling to figure out how we could make it up and do this, ... We knew the potential for gain was there. If we could move ourselves from five to six service calls a day, that would be a huge gain in productivity.

[Telus has about 30,000 employees, 9,000 of whom work in the field. The company was mandated to reduce 25 percent of employees in that area, while continuing to meet service level targets.] Management wasn't going to give us back those people, so we needed to work smarter. We were scrambling to figure out how we could make it up and do this, ... We knew the potential for gain was there. If we could move ourselves from five to six service calls a day, that would be a huge gain in productivity.

Kevin Lam
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