Procter and Gamble

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Success Story “Virtual Experts” Smooth Transition for Procter & Gamble Expats: Cisco TelePresence Kiosks Enable Face-to-Face Problem-Solving Executive Summary CuSTomEr Procter & Gamble INDuSTrY Retail/CPG ChallENGE Improve employee services for expatriate executives during regional headquarters move SOLUTION Replace phone and Internet help services with Cisco® TelePresence™ kiosks, allowing face-to-face meetings between employees in Panama and a help center in Costa Rica rESulTS • Faster resolution of employee payroll and benefits problems • Greatly improved employee satisfaction, with 100 percent of employees reporting they were “satisfied” or “very satisfied” with the service • 65 percent of all employee- initiated compensation questions were answered using the Virtual Experts service • 90 percent of employees would like to see this service continue and believe access to an expert is key to resolving their issues Background Procter & Gamble (P&G) is the largest consumer packaged goods company in the world, with operations in about 80 countries and 135,000 employees worldwide. It has operated in Latin America since 1948, when it opened a subsidiary in Mexico. Today, it has employees in 14 Latin American countries, spread across 19 manufacturing sites, 12 distribution centers, and one service center. In late 2007, the company decided to relocate its regional headquarters to Panama from Venezuela and Chile, a move that included transfers of more than 200 employees and executives in 2008 and 2009. According to P&G, the choice was driven by Panama’s “proximity to key countries, being a strategic point of connectivity, and the fastest-growing economy in Central America.” While the first two years in Panama have been successful beyond P&G management’s expectations, the international relocation

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