DirecTV

Orchestrate an Integrated Anti-Fraud Strategy

When Fraud Exposed Gaps Between Departments

Sophisticated fraud schemes were costing DirecTV revenue and customers. ManagementPro helped two departments build a unified anti-fraud strategy and sharpen it through two annual reviews.

DirecTV relied on marketers, installers, service providers, and broadcast operations. Criminal networks exploited gaps between them through identity theft, fraudulent credit cards, and billing schemes.

Fraud threatened millions in revenue. Service failures contributed to customer churn, while investigations consumed time and money.

Two departments fought fraud, each with its own procedures and priorities. Information was not always shared, accountability was unclear, and detection opportunities were missed.

DirecTV needed both departments working together to reduce losses and protect customers.

ManagementPro Role

ManagementPro brought together 25 senior managers and analysts from both departments for LogFrame workshops.

Participants agreed on a common Purpose, defined the Outcomes needed to achieve it, and set shared measures of success. They examined weak handoffs, overlapping responsibilities, and assumptions that needed testing.

The LogFrame connected their work in one strategy, with clear responsibilities and measures to track progress.

We returned for two annual strategy reviews. Both times, the teams examined results, sharpened priorities, updated assumptions, and adjusted their response to changing fraud patterns.

The LogFrame served as a working strategy throughout the three-year engagement.

Results

Better coordination strengthened fraud detection, reduced customer churn associated with service failures, and helped protect revenue.

Several major fraud operations were uncovered and referred to the FBI, backed by documented, cross-verified evidence for federal investigation and potential prosecution.

The annual reviews strengthened coordination and kept both departments focused on emerging threats.

Lessons Learned

Complex business problems often persist because departments work toward different priorities, with unclear responsibilities and weak coordination. Shared objectives, accountability, and measures help organizations achieve better results.

The LogFrame provided a common strategy, while two annual reviews allowed the teams to assess progress, challenge assumptions, and sharpen their approach.

Strategy clarification should not be a one-time exercise. Regular reviews keep it relevant, strengthen decisions, and improve results.