Aligning 45 leaders on the future of dispatch

Bell was replacing the tool that schedules its field technicians. I designed and led the executive session that turned a tense automation debate into a shared vision.

The challenge

Bell's dispatch system used an algorithm to schedule technicians, but human dispatchers often overrode it because of real-world complexity. With a new vendor on the way and interest in more automation, there were real concerns about jobs, efficiency and risk. The dispatch team had never run a large collaborative session like this, so I was brought in to design and lead it.

How might we align stakeholders on a shared vision for dispatch that balances human expertise and automation, while surfacing pain points and gaps in the vendor RFP?

What I did

• Met weekly with key stakeholders and evolved the agenda through five iterations as the guest list grew and the session moved from in-person to virtual.
• Built the session around proven techniques: Magazine from the Future, the Sailboat exercise, the Janus Cone, the Disney Method and How-Wow-Now prioritization.
• Offered optional "How to use Miro" training ahead of time, so nobody lost the first hour to tech trouble.
• Trained four co-facilitators to run breakout rooms, and used a write-don't-speak approach so the loudest voices didn't steer every conversation.

Outcome

• Leadership aligned on which pain points to address first.
• A shared view of how automation could improve efficiency while keeping human oversight.
• Clear strategic direction for the new dispatch vendor.
• A real sense of camaraderie that broke down silos across the business unit. I was also awarded TIFF tickets for leading the session.

Lessons learned

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