WLR Service Improvement Projects

1

• WLR Service Improvement Projects
• 10 June 2008

2
Temporary Call Diversion

• Feedback received from CPs to advise that the
  process does not currently work well it takes
  too long to apply/remove the divert.
• Workshop held to review the end to end process
  and formulate a plan to deliver improvements.
• Proposed solution is to automate as much of the
  process as possible via SPG.
• This solution will need to be trialled before
  full roll out.
• Trial to commence within the next month.

3
Temporary Call Divert Proposed Process
CP
End User
Openreach
Change type order to be raised for Admin Call
Divert product
TCD requested
SPG
SPG
Divert should be activated/removed within 30
minutes of order placement
CP makes a call to ensue the divert has been
activated/removed
Order will be built and progressed automatically
(with the exception of ISDN2 lines which have MSN
or DDIs)
If divert has not been applied/removed, email to
be sent to SMC with subject heading 30 minute
chase
SMC to investigate cause of failure and progress
as appropriate
4
Quality Gates

• Weekly output will be available to service
  managers from w/c 9th June and will be
  communicated via SIP update slot within service
  reviews.
• Weekly analysis will be carried out on around 90
  of all WLR2 repeat faults.
• Targets will be set for each of the quality gate
  owners by the end of June.
• System development for strategic solution has
  entered the design phase.

5
Quality gates sample of output
Figures are an approximation only
6
Order Fault Tracker

• Benefits
• Self Service Tool, enables CP to proactively view
  underlying engineering notes and SMC notes
  relating to orders or faults reducing need to
  call the Openreach SMC
• List view will show all open orders/faults and
  those closed within previous 7 days.
• Orders/faults with TRC or SFI charges will be
  held on system until at minimum the next billing
  cycle has concluded.
• Customers will be able to manage end user
  expectations more efficiently.
• Project Progress
• Demonstration/briefings for SMC have commenced.
  Awareness to be raised that their notes will now
  be seen by customers so acronyms, jargon etc
  should not be used.
• Training for product specialists service
  managers will commence w/c 9th June.
• Full rollout of training within openreach to be
  completed within 4 weeks.
• CP rollout plan is being formulated.
• Work ongoing to develop CP training pack via
  video.

7
Master Classes

• First WLR class will cover the new sites process.
• Requirement has been highlighted through analysis
  of provision failures, CP requests and reactive
  work carried out.
• A better understanding of this process will allow
  CPs to deliver an improved service to their end
  users, managing expectations and giving accurate
  information.
• Collateral received from new sites and work
  ongoing on SMC contribution. Pack will be
  completed by the end of the month.
• Dates will be communicated via your service
  manager.

8
Ineffective clear and repeat fault reduction
9
Ineffective clear and repeat fault reduction
10
Introduction of 72hr retest benefits update
72 hr retest period introduced for ISDN2 and
analogue faults cleared by the SMC