Goal: Correct miscommunications and procedural shortcomings occurring between customers and service providers at Qwest.

Outcome: We provided recommendations to improve and enhance employee engagement and performance across the organization, including: employee training and performance evaluation; internal information resources; management decision making; and the company’s understanding of its DSL customers. The entire study—including research, out of state travel, data analysis, final report, and readout—was completed in under two weeks.