Manager National Directory Enquiries
March 1995 - February 1997
Member of management team KPN Business Unit Telecom Operator ServicesKPN Telecom Operator Services (The Hague)
Responsibilities
- Yearly turnover of approximately €45 million and close to 100 million customer calls per year
- Management of KPN Telecom’s national Directory Enquiries services (approximately 1400 employees, organised de-centrally)
- Cost reduction to attain profitability and to reach average market cost levels
- Introduction of new profitable services and activities
- Service quality improvement to reach a defined best-in-class level
- Communication and negotiation with KPN Telecom Group workers’ councils
- Development and implementation of organisational transition to attain goals mentioned above.