Jurgen De Jong Email and Phone Number

Responsible for KPN’s private & public cloud and workplace department (±700 FTE) of KPN Business Market. We bring innovative services and best-in-class performance to mission critical organizations. Together we connect The Netherlands to a sustainable digital future. Proud to be part of KPN System integrator.

Responsible for service delivery to the top accounts of KPN. Together we play a crucial role to keep The Netherlands connected (by train, ship, car, phone or bankaccount). Focus on customer intimacy and operational excellence while driving the Digital Transformation.

Responsible for Operations WAN, LAN and VOIP products of KPN to SMB, LE and Corporate customers. Focus on customer satisfaction, improvement and simplification of processes designed for Online, automatization, cost leadership. Development of new services, such as software defined networking and network security solutions.Since 2014 several KPN and former Getronics departments were integrated. My responsibilities grew accordingly. Responsible for 250 employees, serving >20.000 customers. Revenue approx. 300 million euro per year

Responsible for the operational results in the LE/corporate segment regarding the delivery process WAN. Approximately 100 employees in the Netherlands. Transformation to the best service provider by creating future proof delivery processes and workforce. Drastically improving customer satisfaction and cost to serve.

Focus on Small and Medium Enterprises. Responsible for the operational results in the SMB/LE segment regarding the delivery process (240.000 deliveries per year). Reduce costs and increase customer satisfaction. Approximately 100 employees in the Netherlands. Change manager leading the change from being an administrative department to customer focussed demand organisation Projects: - 2009 – 2012: 4 offshoring projects in which all production activities of OZM Bellen en Internet (60 FTE) have been transferred to Accenture in Manila, The Philippines. Introduction of a new, intelligent workflow for all Voice and Internet Delivery processes. - May 2012: awarded as the winner of the “best team of KPN” competition (76 competing teams).

Responsible for the operational results in the SME/LE segment regarding the assurance process. Reduce costs and increase customer satisfaction. Approximately 60 employees. Crisis manager KPN: responsible for an effective assurance organisation during major outages in order to minimize customer impact.

Increase Customer Satisfaction and reduce costs by effective improvements based on an in depth analysis of customer complaints and process performance (Lean6Sigma). Define key performance indicators to prevent customer complaints. Challenge employees to outperform. Development of a new operational management methodology: i.e. define dashboards and KPI’s, introduction of modern business intelligence tools

Design and implement an effective organisation which reduces outages due to planned maintenance within the KPN network (approximately 20.000 events per year) to an absolute minimum. Implement a service desk which informs customers and handles complaints.

I organized KPN's procedure (Be Alert) to manage big network outages. Goal: redesign and implement a more effective crisis organisation. Redefine procedures in technical departments, account management teams and service desks during calamities, select and train members of the crisis team (200 managers).

Product development of retail and wholesale network services.