C&W has initiated Project Laser -- a cross business programme focused on service, which is our number one priority.
"Nothing gets in its way, nothing takes priority, nothing happened that detracts from its purpose" - John Pluthero, Executive Chariman
Key work streams are:
- Provisioning: This covers all service delivery development activities that impact the provide process from pre-sales through order management and service hand over
- Incident Management: This covers all service assurance activities, including service restoration
- Training: This covers colleague development activities in all service delivery teams
Some key highlights and updates are:
- 75 incremental colleagues have been recruited and are being trained to increase the quality of order management
Asia Regional Provide Centre has further consolidated tools and processes reducing the time taken to process orders - We have introduced performance scorecards for our channel partners and will be using these with them to review performance and where appropriate initiate improvement programmes
- Process standardisation across countries and increased third party management have resulted in improved delivery performance
- Incident Managers for Asia are being recruited to help us manage significant events. This will be a 24x7 team covering all products and will support specific market requirements and languages. This will improve communication and understanding during such incidents and will speed service restoration
- Creation of new rapid provide process for UK local access circuits; this is under test
- We have initiated the development of a company wide specific training programme for our Service Managers which will be known as the Service Academy. More details on this in the next newsletter.