Service Performance & Technology Resilience Assessment for Large Telco
Context
The client’s service offering was suffering from service performance issues. Customer complaints were going public. Previous attempts to rectify this had failed and there were differing opinions, amongst the C-suite, as to what was responsible and the next course of action. As a result, the client’s Executives required a rapid and holistic review of the situation.
ACTION
Unlike previous assessments, where, in hindsight, only symptoms were uncovered, the goal of this assessment was to find the root cause(s) of these service performance issues. Therefore, this assessment would need to be carried out differently. In addition to using a different expert team and a different assessment method, only raw information from the client was leveraged to avoid bias and increase confidence. A governance framework was designed to enable speed, independence, and commitment from all levels of the organisation on a continuous basis.
The client’s service offerings, operating model, technology, and operational planning capabilities were all assessed as part of this whole-of-enterprise activity. Findings and recommendations were made continuously, to enable immediate mitigating action.
RESULT
Over 200 recommendations were made to the client Executive team. Half of these recommendations were new, not found by previous assessments. Due to the assessment’s ability to uncover the root causes of the service performance issues, the in-flight remediation program’s delivery time was reduced by 75% and its planned CAPEX was reduced by 90%.