Avery Dennison Case Study | Telecom Management Case Study2017-09-15T17:15:23+00:00
“Thanks to AOTMP, we are well into the transformation process. We’re already seeing results in the optimization of costs, processes, technology and services.”
Chris Zafirson, IT Finance Director, Avery Dennison

Avery Dennison Case Study

Avery DennisonCLIENT

Avery Dennison is a global leader in labeling and packaging materials and solutions. The company’s applications and technologies are an integral part of products used in every major market and industry. With operations in more than 50 countries and 25,000 employees worldwide, Avery Dennison serves customers with insights and innovations that help make brands more inspiring and the world more intelligent. Avery Dennison Corporation (NYSE: AVY) is a Fortune 500® company with sales of $6 billion.


In their telecom environment, Avery Dennison was experiencing policy and process deficits. In each of the over 50 countries, there seemed to be a different approach for managing telecom costs, services, assets and technology.

This made it difficult to get visibility, achieve accountability and effectively manage nearly every component of the telecom environment. Knowing it needed a standard methodology to utilize, Avery Dennison partnered with AOTMP to align with best practices for Telecom Management.

“The Center of Excellence is a big step forward in the maturity of our telecom management practice. It has given us a new look at how we manage activities, address accountability and operate financially.”
Giles Johnson, Enterprise Telephony Manager, Avery Dennison
“AOTMP helped us highlight and prioritize challenges and assisted us in developing the roadmap that is driving our current transformation.”
Mary Frere, Telecom Specialist, Avery Dennison


Avery Dennison’s adoption of AOTMP’s Efficiency First® Framework, a disciplined and best practice methodology for managing a fixed and mobile telecom environment, was done to build a high-performance, best-in-class telecommunications environment.

As part of the Efficiency First® Certification Program, a comprehensive baseline was established to identify technical, operational and financial improvement opportunities; and, continuous optimization activities were implemented to ensure consistent alignment with the Efficiency First® Framework.

The environment was then measured and benchmarked against the AOTMP Efficiency First® Performance Index, which evaluates and measures over 750 potential points of inefficiency as well as 300 performance and opportunity identification measures.


The Efficiency First® Framework is a patented structure that organizes data into usable data sets. By adopting the Framework, Avery Dennison maximizes the strategic value of its telecom assets to drive business results.

The Efficiency First® Framework consists of:


Adoption Management Governance Policy
Asset Inventory Management Help Desk Project Management
Auditing Invoice Processing Regulatory Compliance
Budgeting and Forecasting KPI Measurement Reporting
Business Analysis Mobile Application Management Risk Management
Change Control Mobile Content Management Security
Contract Management Mobile Device Management Service Delivery
Disaster Recovery Network Design Service Inventory Management
Exception Management Optimization Service Ordering
Fixed & Mobile Strategy Performance Scoring Sourcing and Procurement


Processes Assets
Structure Costs
Skills Vendors
Technology Information
Services Business
Executives Key Performance Indicators (KPIs)
Finance Focus Area Ratings
Procurement Team Performance Ratings
Business Unit Leaders Fixed and Mobile Efficiency Ratings
Internal Customers Vendor Performance Ratings
Telecom Management Business Impact Ratings
Telecom / IT Operations Performance Index Rating

Avery Dennison received a Performance Index Rating Score illustrating technical, operational and financial efficiency, strategic business alignment and competitive performance, which provides insight into their overall level of alignment to the Framework as they strive to become gold, platinum or master certified.

Currently, Avery Dennison is a Silver Adopter, signifying that it has received its initial score.

“AOTMP drew back the curtains on our telecom practices and dove into the weeds with us. AOTMP has seen so many environments like ours that it was very easy for them to drill right in, pinpoint the points of failure and determine what we needed to address first.”
Chris Zafirson, IT Finance Director, Avery Dennison

As a significant step towards improved accountability, alignment to the Framework and continual operational, technical and financial gains, AOTMP recommended the formation of a centralized telecom management center of excellence (CoE). This centralized management approach is expected to help drive significant efficiencies across the 30 telecom management activities outlined in the Framework and even more importantly be a significant catalyst in our transformation journey.


Less than a year ago, Avery Dennison described its telecom environment as “very, very fragmented, and lacking alignment on most policies.” Almost a year and a half later, its telecom departments operate nothing like they did before. In the past, measuring its global telecom environment was unthinkable; today, it is a reality.

The organization now has a road map to building an aligned and efficient telecom environment that will better support the needs of the business.

“We collaborated with AOTMP to create a roadmap to help us develop robust policies, gain better visibility into spend and contracts, and drive consistent and more effective management of our environment.”
Michelle Okerwall, Telecom Specialist, Avery Dennison
Download the Avery Dennison Case Study
Learn More About AOTMP University