Diane Rayner
Director, DBR Consulting Ltd
Diane is a
Director and Partner of DBR Consulting Ltd. Prior to joining DBR, Diane served
as General Manager Customer Services for WEL Energy Ltd, where she was
Executive Manager responsible for customer services billing, call centre
operation, credit control, and revenue protection.
At DBR Consulting,
Diane has managed projects for at least seven major companies in the New
Zealand energy sector. She has successfully delivered solutions for change
management, customer services billing, credit control, call centre, business
management mentoring, and management of business transformation projects. The
majority of these projects have arisen through the government's reform of the
electricity industry, and have required close attention to regulatory
compliance issues.
Diane's contracts
have involved process review, analysis and recommendations for business
improvement, establishment of key performance indicators and service level
agreements for customer services and billing processes, and training needs
analysis.
Diane was Project
Manager for 4 major projects for one of New Zealand 's major electricity
retailers.
These projects
involved managing multi-disciplinary teams of seconded staff and contractors,
participating in a Steering Committee comprising representatives from all
electricity retailers, obtaining ISO accreditation for the company's business
processes, and managing the identification and acquisition of new software
tools through RFI and RFP processes.
Major projects
managed were:
Regulatory
Compliance Project - to refine customer service and billing systems and
processes to ensure compliance with Industry regulations.
Customer Registry
Project - national project involving all electricity retailers, designed to
improve customer switching and correct historical data, by defining and
refining processes and specifying changes to support systems.
ISO 9000:2000
Certification - Industry regulations required ISO certification of the data
handling elements of the customer switching and electricity billing processes.
This project not only required the documentation of the business processes, but
also the implementation of a quality management system. Subsequent to the
successful completion of the project, Diane performed the ongoing ISO process
quality audits, as she is a qualified and experienced ISO Process Quality
Auditor.
Most recently
Diane spent 6 months in the Telecommunications industry in a Transition
Management role. The objectives were to manage and transform an operational
team in the Network Operations Centre. They key goal was to evolve and develop
the business process and capability (people and systems) to ensure that service
level agreements and associated performance levels were met.