Building a Process Improvement Program to Boost Organizational Change at Oi S.A.



At APQC's 2014 Process Conference, Maria Sol Silva and Helena Gottschalk of Oi S.A. presented information on Oi's process improvement program. Founded in 1998, Oi is the largest provider of telecommunication services in Brazil. In 2013, Oi had 74.5 million clients and realized 12 billion in revenue. Their presentation detailed the strategy, framework, and tools used in their process improvement program.

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