Company: TELUS Communications Inc., Vancouver, Canada
Company Description: TELUS is the largest telecommunications company in Western Canada and the second largest in the country, with approximated $8 billion of annual revenue,TELUS has the highest EBITDA and free cash flow of all carriers in the world today. Our 177% growth over the last 5 years has out performed our global peers by a factor of more than 9 to 1.
Nomination Category: Team Awards Categories
Nomination Sub Category: Best Support Team

Nomination Title: TELUS National Service Fulfillment Business Enablement Team

   1. Tell the story about what this nominated team achieved in the past year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Leveraging technology fully in a business setting is an increasingly complex and an often less satisfying proposition for people and organizations alike. Billions of dollars are spent each year on IT projects in the hopes of propelling corporate transformational change. Less than half return tangible value or a positive return on investment and almost none have created the hoped for transformational impacts.

TELUS NSF (National Service Fulfillment) Business Enablement Team has instituted a new experimental approach that bridges the gap between business and technology and views transformation as an 'everyday process'. By integrating the traditional roles of business support and readiness with our new 'Quick Win' approach of instilling tangible change with a positive reinforcing framework, the team has found it possible to significantly alter the hearts and minds of managers and team members alike. People have become resistive to change out of sheer self preservation and our new approach re-invigorates people into becoming advocates of transforming their work for competitive advantage. Our business design approach leverages the key enabling strategies of 'Value Synchronization, 'Appropriate Technology' and 'Knowledge Reclamation' which bring new understanding of the interdependencies between process, technology and culture in a highly fluid and dynamic business environment. 

The NSF Business Enablement Team with unwavering focus to the TELUS pursuit of exemplary customer experience, has delivered significant benefits to our immediate business unit and has touched directly or indirectly the entire national enterprise of TELUS Communications. Over the last three years our team of 60 leaders has successfully delivered more than 135 initiatives that directly impact close to 8,000 TELUS team members (one third of the total corporation), creating more than $40 million in sustained benefit in TELUS today with an ROI ratio exceeding $3:1.

The cultural model instilled by this team and its breakthrough approach to business enablement has seen it attract top graduates from Canada's major universities. We have become one of the corporation's official leadership development programs and 15 graduates of our program have moved to positions of influence inside TELUS. Recently, three team members have been accepted to North America's more prestigious MBA programs, Rotman, Stanford and Carnegie Mellon.

The success of this team and its approach has had significant impact on the culture of TELUS as other business units join the new way for transformation, by creating similar programs.

William M. Ulrich, leading industry expert on technology modernization and author (Legacy Systems: Transformation Strategies) was recently contracted to complete an enterprise-wide review of this new approach in TELUS and an executive summary of his 108-page full review has been supplied with this submission. In closing, we would like leave you with some of Mr. Ulrich's own words on our 'Quick Win' approach.

'The Quick Win program, coupled with traditional Business Support roles in the NSF Business Enablement team, has enabled business process alignment and delivered technology-based solutions that have allowed business users and executives to envision how they can deliver more effective, efficient products and services. '
William M. Ulrich
President
Tactical Strategy Group

   2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, http://www.youraddress.com:

http://thestevies.com/IBA06Attachments/QuickWinExecSummarySpecial.pdf

http://thestevies.com/IBA06Attachments/TheQWConcept.pdf

   3. Provide a brief (up to 100 words) biography about the leader(s) of this nominated team:

National Service Fulfillment
Business Enablement Team Leadership

VP - Fauzia Lalani 
- Guiding force, instilling enterprise collaboration

Director - Carol Tittemore
' Architect of 'Business Support' and 'Quick Win Approach' integration

Quick Win Creator - Rick Bridges
' Creator and mentor of the 'Quick Win Approach'

Quick Win Manager - Farzaan Kassam
' Formative designer of 'Quick Win Leadership Development'

Business Support Manager - Brad Stevens
' Formative designer of Business Support/Quick Win operational model

Quick Win Manager - Ben Bajaj
' Formative designer of Quick Win/IT/Partner community collaboration

Business Support Managers - Kristine Hansen and Lorie Stevenson
' Formative designers of enterprise initiative interlock