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| MultiChoice |
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The Company
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MultiChoice provides premier television entertainment on its DStv bouquets to more than 1.2 million subscribers in nearly 50 countries in Africa. Their operations include world class subscriber management services and the management of digital satellite television platforms, broadcasting over 50 video and 60 audio channels, 24 hours a day. MultiChoice, South Africa is a recognized multinational provider of a full array of content and pay-media services over a variety of electronic platforms. MultiChoice was voted one of the “Best Companies to Work For” in South Africa by Deloitte in the year 2004/2005. |
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Business Challenge
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- Due to changing regulatory environment stipulated by directions of the Information and Communications Authority of South Africa (ICASA), MultiChoice faced serious challenges to its existing business model with the opening up of the sector and the entry of competitors. This necessitated the realignment of its strategic objectives across the company.
- Technological advancements offered threats to MultiChoice’s profitability while accompanying opportunities were to be leveraged for continued dominance in the Pay TV business in Africa. The company needed to align its strategic choices and priorities across its ten divisions and a thousand employees as a performance management kaleidoscope in operational task execution.
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How we helped
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- Nihilent started by revisiting the strategy with the management team. We also suggested ways to translate the organizational goals into focus areas, projects of immediate importance and plan for short, medium and long term. To enable learning and innovation, we put in place a knowledge management framework and tools to track the competency requirements for every role in the organization.
- Nihilent translated strategic objectives to tangible operational measures and milestones by unpacking the corporate level metrics. We rephrased existing measures for better alignment and firmed up new KPIs for key roles through collaborative change facilitation sessions. We fixed the appropriate level of granularity and ensured uniform interpretation across the company.
- We planned and rolled out the Skills Audit format to better define individual Performance Contracts and facilitated training need identification for all employees. We helped streamline data sources for performance reporting and provided managers with handy Change management toolkits for ready reference.
- Nihilent institutionalized the strategy execution process by setting up an Office of Strategy Management to monitor progress on all initiatives and channalise appropriate resource requirements.
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Benefits delivered
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- Increased transparency due to streamlined data sources for objective assessment of scorecards at various levels has aligned the data collection process to existing business processes. Performance reporting on Critical Success Factors today is timely and insightful. Apart from enhanced maturity levels across employees, it helped affirm the spirit of ownership as they articulate the operational model to clarify their roles and responsibilities.
- Internal champions today act as empowered change agents, sufficiently equipped with necessary knowledge and platform for making performance management a sustainable process. Uniform and objective performance assessment and payouts is a reality that they can relate to.
- Key initiatives across MultiChoice have led to collective effort and greater synergy among divisions for desired performance levels. Managers now better understand the strategy implementation framework integrated to the performance management model. Proactive talent and knowledge management has become a lot easier and convincing along with objective bonus payouts.
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