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Telecom - Telecom Services Installation Process
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A Canadian local exchange carrier, offering next generation telecommunications solutions to Canadian businesses, specializing in data, Internet applications, voice products, and communications services. The Western Region encompasses Alberta, Saskatchewan and Manitoba.
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Even though sales had been positive, the Client was finding challenges in meeting customer expectations for timely and complete installation of telecom services. They believed this to be inefficient as the process had to cross four distinct groups within the organization, and they were having difficulty defining the scope of the problem and the ultimate effect it was having on the entire fulfilment and installation process.
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BICS facilitated weekly workshops to determine as-is and as-should-be outcomes, further outline necessary requirements to align processes, and define specific roles and responsibilities of the fulfilment and installation process and installation-related issues. They were able to recommend specific changes in cross-functional roles that moved resources closer to the front of the process for key customers and critical products and services. Also, key process metrics were established and data on customer expectations collected for key products in terms of cycle time to measure against actual cycle times.
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Some resource roles were consolidated, which streamlined the process.
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