CASE STUDY • ADT / PROTECTION 1

Enterprise performance transformation

Using measurement discipline, operational diagnosis and leader accountability to convert performance gaps into measurable capacity value.

Operating Truth

Start with a trustworthy baseline

A reported transfer rate of 32–35% did not withstand deeper analysis. Rebuilding the measurement established a more accurate baseline of roughly 25–27%, allowing improvement work to target actual root causes rather than an overstated problem.

32–35%Previously reported transfer rate

~25–27%Validated baseline

~3 ptsAdditional reduction driven

~150KMonthly calls

Vendor Performance

Convert operational diagnosis into capacity value

Vendor performance work reduced AHT by approximately 40 seconds, recovering about 13 FTE of productive capacity and roughly $600K in annualized value.

~40 secAHT improvement

~13 FTERecovered capacity

~$600KAnnualized capacity value

EnterpriseInternal + vendor operating model

Leadership Lesson

A metric is not the same as operational truth

Performance transformation begins with measurement discipline. When the baseline is wrong, leaders can spend resources solving the wrong problem.

Validate the operating truth before prescribing the intervention.