Company performance and culture turnaround 2013-16
Pros
(As of May 2016 TWC has been acquired by Charter. This feedback pertains to the pre merged entity. It's too early to tell how the strong Charter culture and exit of top TWC execs will change things) - New COO Dinni Jain completely turned around the company culture and performance between 2013-acquisition - Very strong system of metrics, common processes, investment in technology, friendlier and more collaborative culture and above all an obsession to improve customer service took TWC from the worst to one of the top two best performing MSO's - Morale was significantly up at time of acquisition - most employees were very engaged and they all wanted to maintain the momentum and continue the good work that led to strong top and bottom line numbers - recognized by customers and Wall Street alike - Sr management friendly, sharp, grew culture of collaboration, dissipated politics - Went business casual work attire company wide, allowed for distributed team and remote work / work from home as needed, Friday's 3pm off during summers - Good top down communication of progress and common goals - at the same time shared next level stretch goals - Business owners held accountable but not taken to task of numbers were missed - as long as there were good reasons and analysis vs excuses justifying performance
Cons
- tried but not able to fix pricing issue with all cable companies (1st year promotional deals followed by rate increases, various misc charges / fees over base pricing) - products / services improved but not fast enough / customer satisfaction better but far from good - unknowns associated with pending acquisition
