ADT 2012 Annual Report Download - page 13
Download and view the complete annual report
Please find page 13 of the 2012 ADT annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.-
1 -
2
-
3 -
4 -
5 -
6 -
7 -
8 -
9 -
10 -
11 -
12 -
13 -
14 -
15 -
16 -
17 -
18 -
19 -
20 -
21 -
22 -
23 -
24
-
25
-
26
-
27
-
28
-
29
-
30
-
31
-
32
-
33
-
34
-
35
-
36
-
37
-
38
-
39
-
40
-
41
-
42
-
43
-
44
-
45
-
46
-
47
-
48
-
49
-
50
-
51
-
52
-
53
-
54
-
55
-
56
-
57
-
58
-
59
-
60
-
61
-
62
-
63
-
64
-
65
-
66
-
67
-
68
-
69
-
70
-
71
-
72
-
73
-
74
-
75
-
76
-
77
-
78
-
79
-
80
-
81
-
82
-
83
-
84
-
85
-
86
-
87
-
88
-
89
-
90
-
91
-
92
-
93
-
94
-
95
-
96
-
97
-
98
-
99
-
100
-
101
-
102
-
103
-
104
-
105
-
106
-
107
-
108
-
109
-
110
-
111
-
112
-
113
-
114
-
115
-
116
-
117
-
118
-
119
-
120
-
121
-
122
-
123
-
124
-
125
-
126
-
127
-
128
-
129
-
130
-
131
-
132
-
133
-
134
-
135
-
136
-
137
-
138
-
139
-
140
-
141
-
142
-
143
-
144
-
145
-
146
-
147
-
148
-
149
-
150
-
151
-
152
-
153
-
154
-
155
-
156
-
157
-
158
-
159
-
160
-
161
-
162
-
163
-
164
-
165
-
166
-
167
-
168
-
169
-
170
-
171
-
172
-
173
-
174
-
175
-
176
-
177
-
178
-
179
-
180
-
181
-
182
-
183
-
184
-
185
-
186
-
187
-
188
-
189
-
190
-
191
-
192
-
193
-
194
 |
 |
ADT CEO Naren Gursahaney is involving each of the 16,000
team members in the U.S. and Canada to build a culture of
internal innovation, creativity and customer obsession.
Through his employee blog, Gursahaney asked team
members to send suggestions for improving custom-
ers’ experiences, and 263 team members posted
their ideas. While three winners received awards,
Gursahaney concluded that each suggestion had merit.
He asked the cross-company innovation task force to
identify suggestions the company should implement, pri-
oritize the list of 263 ideas, and implement those with
the most impact rst.
THINKING AHEAD TO STAY AHEAD
Chief Innovation Ofcer Arthur Orduña denes
innovation as “creativity applied with intention that
creates measurable value.” And he believes that the
right answer for any issue, problem or concern already
exists somewhere within the organization—whether
held by a customer monitoring center representative
in Knoxville, Tenn., a sales manager in Mississauga,
Ontario, or a security system installer in Irving, Texas.
CONNECTING THE DOTS
The challenge is to connect the dots and put infra-
structure in place that allows team members to share
ideas that will improve both the customer and employee
experience. The other tasks in instilling a culture of
innovation: solicit ideas, recognize those who raise their
hand and get involved, deploy them, and measure the
difference they make.
Ask ADT team members and most will acknowledge high spirits
pervade the organization since ADT became an independent company
on September 28. “It’s a sense that we’re more of a family,” says veteran
South Florida service technician Rafael Rodriguez.
ADT 2012 ANNUAL REPORT 11
Rafael Rodriguez, Technician
“ADT is like a family and it’s been part of mine for 31 years,” says service
technician Rafael Rodriguez, who started his career at ADT in the 1980s.
He began helping install commercial systems, then moved to residential
installations two years later. Over time, technology has changed his routine.
While ADT protect-and-connect services with user-friendly keypads are easy
for customers to use, they take more time to install and troubleshoot. Rafael
spends plenty of time walking a new customer through how the system works
because “a happy customer” is what matters most to him.