The Metro Business Integration Team, or BIT, was created in August just after the formation of the new Metro division. Its mission? Recommend ways to leverage Metro's considerable resources, increase its reach and improve quality for its customers. Made up of 11 people from the Phoenix, Orange County and Colorado Springs businesses, it was created with a model of true teamwork in mind.
BIT members spent three months conducting interviews with associates at all levels to get their ideas on how Metro could improve business performance. The team identified five areas of focus: Content, Sales, Knowledge Management, Call Centers and Operations.
"The associates were the ones that brought the ideas forward," said team leader Sabrina Crow. "The team was the voice and the catalyst for change, but a powerful change occurs when people are involved. It's because of their input that we are in a position to succeed in the future."
Recommendations included consolidating the customer call centers into one location and sharing content across Metro, plus creating content centers to support new businesses such as golf, travel and recruitment. The team also recommended developing a single sales force to sell national and major accounts to the whole market and combining all research within one team. Most of the team's recommendations were approved and are now being implemented.
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