DirecTV is a national leader in providing satellite television service. The many different entities involved in marketing, installing, and delivering broadcast signals has made DirecTV and other providers vulnerable to a variety of organized fraud schemes, such as identity theft and fraudulent credit card use. Two separate departments needed to work together to combat these problems.
We helped the top 25 managers and analysts responsible for these issues to sharpen and link their plans. During a series of hands-on planning workshops, department and team leaders used our approach to clarify goals, sharpen measures, identify risks, and define cross-boundary work flows.
The company improved coordination across interfaces and achieved measurable increases in their effectiveness at combating fraud and reducing customer churn. Several high-profile fraud schemes were uncovered and turned over to the FBI for prosecution.