Creation of an NCR Center of Excellence in Peachtree City, GA
The new NCR is a business focused on the customer ... and profitable growth. Our success is dependent on our ability to be a change agent – to be innovative, dependable, collaborative and easy to do business with.
Today NCR is announcing a major investment that demonstrates what it means to “live the NCR brand.” This investment also shows leadership’s commitment to bringing back many of the core values that first made this company great … values like continuous development of our people, working communities that foster camaraderie, world-class innovation, and facilities that showcase the value we deliver.
Over the next two years, the company will invest $15 million to develop a new NCR Center of Excellence in Peachtree City, Georgia – just south of Atlanta. The NCR Center of Excellence, or COE, will house several major functions that support the delivery of cost-effective service along with the world’s highest levels of customer satisfaction. It will include a new, state-of-the-art Customer Care Center hub for the Americas region, a high tech NCR Learning Center, and the WCS Global Service Materials organization that manages the distribution of service parts. NCR’s investment will be supplemented by significant business development grants from the State of Georgia.
The majority of these funds will go to the remodeling of the NCR-owned building in Peachtree City that currently houses the WCS Global Service Materials operation. Large portions of this 360,000 square foot building are currently underutilized. These areas will be extensively remodeled to create working and learning environments that incorporate the latest productivity tools and technology.
Because of its location, the NCR Center of Excellence will also be part of the larger NCR community already located in the greater Atlanta area. This includes NCR’s large facility in Duluth, GA, which houses a number of organizations focused on service delivery, product design and development, marketing and sales. These organizations will work closely with the COE to share learnings that will improve the reliability and serviceability of our product design, while enhancing the quality of our service delivery.
To leverage this growing concentration of resources and to qualify for significant tax incentives from the State of Georgia, Atlanta will now serve as the headquarters city for NCR’s Worldwide Customer Services (WCS) business. I will maintain an office in Atlanta as well as New York and NCR World Headquarters in Dayton, OH. The corporate-aligned WCS staff groups (Law, Finance, Human Resources, and Customer Programs & Communications), an existing group of Dayton-based services marketing resources, and WCS Global Services Operations staff (with the exception of CS University) will remain in Dayton. Dayton is the headquarters city for NCR Corporation and this is not changing.
The headquarters for the regional Americas Customer Services organization led by Chris Cheadle is already based in NCR Duluth. A small number of Region level Americas CS staff functions that have remained in Dayton until this point will transfer to Duluth. Area level Americas CS staff based in Dayton as well as the Northeast Area Deployment Services & Partner Delivery team will remain in Dayton. In addition, Dayton-based Level 2 support will remain in WHQ.
NCR Learning Center
The ongoing development of NCR’s people is core to the achievement of our long-term strategic goals. The new NCR Learning Center reflects the company’s desire to bring back the emphasis on learning innovation and continuous development that NCR was well-known for in years past, but with an even greater emphasis on driving the behaviors that represent the new NCR brand.
The Learning Center will provide an innovative, end-to-end training curriculum for WCS service delivery personnel – from new hire on-boarding to advanced technical training and professional skills certification. The collocation of the Learning Center in the same building as a regional Customer Care Center hub and the service parts logistics function will enable learnings derived from daily service operations to be quickly integrated into the CE training curriculum.
The Center will also offer a wide range of learning opportunities for other NCR employee groups including product development training, leadership development training, sales training, etc.
In addition to high-tech classrooms, labs and social areas, the Learning Center will include hands-on demonstration rooms that showcase NCR solutions within simulated customer environments including a retail store, entertainment venue and bank. It will also house multimedia and catering facilities to support customer briefings.
Construction of the NCR Learning Center will begin shortly and should proceed quickly. Customer Services University staff currently located in Dayton will transition to Peachtree City as the new facility becomes operational. CE training classes currently handled in Dayton will also begin transitioning to the new Center next year.
Customer Care Center hub for the Americas Region
The NCR Center of Excellence will include a new Customer Care Center hub for the Americas Region. Customer care support for recently added service customers, such as SuperValu and TNR, is already being handled in Peachtree City. WCS anticipates that most of the customer care staffing needed to keep pace with NCR’s future growth in North America will be in the new COE. WCS will also transfer selected work over time from our existing Customer Care Center (CCC) facilities in Columbia, SC; and Winnipeg, MB, Canada to Peachtree City.
The transition of work from Columbia and Winnipeg to the new COE will take place in carefully phased steps beginning in early 2009 and continuing through the end of 2010. This will ensure service continuity to NCR customers and allow employees who will have an opportunity to transfer to Peachtree City ample time to consider and plan.
The decision to create the Center of Excellence demonstrates the commitment NCR has to building its leadership in the self-service industry and to growing its service business. The new COE will foster improved collaboration and innovation in our service offers and the serviceability of NCR product design. It will also give our customers the ability to view our end-to-end service delivery process within a single location, making NCR easier to do business with.
The Peachtree City facility will be NCR’s second major Center of Excellence, joining the COE opened earlier this year in Budapest, Hungary. This EMEA region Center of Excellence also combines a Customer Care Center and regional service training facility, and is strategically located near one of NCR’s major ATM manufacturing plants.
An employee question & answer document with more detail regarding the changes announced in this communication can be accessed by clicking here. This document will be updated as needed.
I look forward to sharing more details on the development of the new NCR Center of Excellence with you in the months to come.
Senior Vice President
NCR Worldwide Customer Services