Doing Things the Right Way at T-Mobile

For T-Mobile, the “right way” means solving customer pain points and making the customer experience easier, better, more flexible and less confusing. “We have total accessibility and an open-door policy at T-Mobile,” explains Michael Rimkus, Senior Vice President of Internal Audit and Risk Management at T-Mobile. “Representatives in the stores can send our CEO emails if they want to make him aware of something, and he will read them and respond. There are so many avenues available at the company for reporting questionable actions. We are not only trying to solve customer pain points. We want to solve employee pain points, too.”