Thomas Laursen Email & Phone Number

Afdelingsansvarlig i TDC lean og kundetilfredsheds transformations program (EtE TAK - Tag Ansvar for Kunden). Hand-on erfaring med forretningstransformation vedrørende kundetilfredshed og lean.Analyse, problemidentifikation, design og eksekvering af program til markant forøgelse af kundetilfredhed og reduktion af omkostninger. Primære kompetence er evne til at forstå komplekse forhold, etablere transparens, og at få tingene til at ske gennem rette initiativer rettet på motivation, processer, systemer og strukturer. Programmet har reduceret uacceptable kundeoplevelser med mere end 50%, øget kundetilfredshed med over 20% og resulteret i betydelige omkostningsbesparelser.English:Customer satisfaction resposible – TDC customer satisfaction transformation programe for FixednetIP products. Hand-on expecience with business transformation regarding customer satisfaction. Reduced unacceptable customer experiences by more than 50% in majour Telco resulting in significant cost to serve improvements.Former experience:Operational transformation program regarding performance mangement - Developed setup for business level to individual performance goals and operationel setup including management, performance measurement and performance pay model for 1800 emplyees. Yearly 5-10% productivity improwementsM&A projects - responsible for strategic business models, operational business models and financinal models - part of core team in negotiations with potential supplyers and defining business principles for supplier contracts Responsible for developing strategic 5 year transformation programe in a business unit turnaroundController – Responsible for financial controlling and budgetting for a business unit with spend DKK +1 billion OPEX and CAPEX. Yearly cost reductions 50-100 million. Internal reporting and management control systems.Specialties: Practical experiences: Lean, programe management, transformation, proces & operational analysis/change, M&A, strategic planning, budgetting and development of budgetting system, financial controlling, management reporting and development of management reports.Other experiences: Strategic analyses, marketing analyses, marketing planning, coorporate finance, human motivation theory, management accounting, business excellence, balanced scorecards, activity based analysis.

Listed skills include Project Management, Project Planning, Ms Project, Project Coordination, and 34 others.

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  Aarhus University

  Master