If you ask 3 different team members on how they fulfil a specific customer task, and if you get three different answers, you have a serious problem in consistency of services.
In a modern organisation the process is as good as the tools. While having the right tools is important, installing expensive tools do not guarantee improved services. Sometimes it is OK to start with spreadsheets & in-house websites before committing to specialised OSS/BSS/ERP systems.
Vendors have a huge role to play in the success of technology infrastructure companies. Often quality of integration of vendors in your company processes could make or break the quality of service to your end customer especially if you have assembled services out of many smaller components directly managed by vendors.
It is hard to predict the number of things that may break when a new tariff scheme, technology change or process change is incorporated. Just like a new vendor product introduction, a change in process requires an Operational Readiness mindset.
In addition to a dedicated CDO role I am also available along with my team to take up specialised projects that focus around tools integration, process & system audits, automation roadmap & data model creation to name a few.
We specialise in auditing telecom service products which in short is matching the promised features with the designed features. The design includes physical network MTBF, network redundancy at each section and each layer, vendor contracts, capacity management processes etc. The result is either fit for purpose or unfit to support the product features. A rating of how fit or how unfit is also derived. We also weigh each feature with its importance and run a manual measure on a statistically significant random sample size before concluding our results.
Our team specialises in the following processes:
Network operations, Network Delivery, Network rollout, Projects management, Capacity Management, Product Launch process (including operational readiness), Fault repair (or Incident management) process, Service fulfilment (or delivery) and contact center request & complaint handling.
Process robustness audit follows the same practices as product audit except it goes deeper into the process steps and identifies failure points and suggests improvements.
We also specialise in conducting service feedback from customers in a very structured and scientific manner. Our approach is to conduct a rolling NPS and delve into next level with customers who rated you lower than a 7/10. State of the art survey tools are used. Only approved scripts and agreed medium of communication is followed. There is no adhoc communication with the customer ever. Identification of root causes of the statistically significant symptoms can also be part of the exercise if needed.