| Project Track |
Area: |
Item: |
Action Items: |
Added Cost: |
Payback: |
| Short Term |
Employees |
Levels of Support & Areas of Responsibility |
- Find out where everyone is and where we need to go from there
- Create Senior Communications Tech position for every 25 techs
- Create coach/trainer position for every 30 techs
|
Additional salary expense of employees promoted or hired. |
Reduced failure rate on installs by 5%, more competent
installers, also provides a career path for technicians, increase technician’s
marketing and sales. |
| Short Term |
Employees |
Contractors |
- Use contractors to fill seasonal/marketing peaks
- Focus on solo contractors
|
$50-100 per job based on a 2-hour install. |
Keep backlog below 10 days. Increase amount of installs
during peak demand or new product or marketing campaigns. |
| Short Term |
Employees |
Staffing |
- Need for standards for broadband tech pay.
- Standardize hiring practices (driven by corporate)
- Target skill level 70% RF, 30% data
- Redefine compensation levels
|
More $ per hour for personnel in some regions. More $ for
advertising, and requiting. |
Higher entry-level skill set which requires less training,
lower turnover by 10%. |
| Short Term |
Tools and Equipment |
Other |
- Train customers to do some basic tests before calling tech support – shortcut to
winipcfg
|
Additional time on the install |
Help reduce service calls by 5%. |
| Short Term |
Process |
Check-In |
- Ensure adequate check in procedures
- Verify customer charges (installation, wiring, components [NIC cards])
|
Additional manpower, part of the fix is verifying workflow,
all have access to systems (ETE, etc.) |
Improves accuracy of billing 15%, customer count ~5%. |
| Short Term |
Tools and Equipment |
Failed Installs |
- Dispatch calls ahead to prevent customer no-shows
- Creating the group may not answer problem with cell phones (communications with customer
by technician).
|
Additional manpower in dispatch organization, additional time
on sales call (ensuring PC qualifications). |
Reduced failed installs by 8% (to ~10%). Improve customer
relations, increase completion rate (adding new customers), optimizing quota. |
| Short Term |
Tools and Equipment |
Materials |
- Get installation materials in timely manor by providing them with marketing forecast
|
Sharing projected customer growth numbers with materials
department (communications) |
Reduced failed installation ~3%, increase moral, reducing
truck rolls (because of lack of materials). |
| Medium Term |
Employees |
Contractors |
- Formalize nationwide contracting standards
- Re-bid contract and request that contractors provide support (technical, dispatch, data
entry, etc.)
|
$50-100 per job based on a 2-hour install. |
Keep backlog below 10 days. Increase amount of installs
during peak demand or new product or marketing campaigns. |
| Medium Term |
Process |
Work Schedules |
- 4 ten-hour work days
- Coverage for all 7 days (SAT/SUN are key – most popular)
|
More demand on scheduling and routing organization |
Increased quota (1 additional install per week per
installer), improve morale (installer is allocate full lunch break and a 4 day workweek).
10-hour day reduces OT by 10%. |
| Medium Term |
Process |
Quota Management/
Scheduling/Routing |
- Maximizing quota (filling all available time slots).
- Offer customers a reduced install rate to take less desirable or available time slots.
- Short and long term solutions possible
|
Additional manpower in each region – Quota Management
Specialist |
Increase quota daily 20%. Productivity would increase by 10%. |
| Medium Term |
Process |
Dispatch |
- Same coverage for work schedules (7 days)
- Proper tools (ETE, troubleshooting, etc.)
- Cross training for personnel
- Examine what is happening in each region now and seek improvements
|
Additional dispatchers in each region |
Reduced failed installation by 5%, improve morale, increased
efficiency and productivity. |
| Medium Term |
Process |
Repair |
- Consistent workflow around repair process
- Training of all installer for repairs
- Ownership of tickets - need to ensure all service calls are repaired within 48 hours
|
Potentially some system issues, enforcement of workflow |
Meeting our advertised standards for customer service –
responding within 24 hours and repairing within 48 hours. Reducing truck rolls by 5%. |
| Medium Term |
Tools and Equipment |
Failed Installs |
- How much of a priority is this?
- Employ system checker to prevent computer IRQ deficiency or minimum qualifications
|
Additional manpower in dispatch organization, additional time
on sales call (ensuring PC qualifications). |
Reduced failed installs by 8% (to ~10%). Improve customer
relations, increase completion rate (adding new customers), optimizing quota. |
| Medium Term |
Tools and Equipment |
Other |
- Investigate self help options: CD, website, flyer
|
Additional time on the install |
Help reduce service calls by 5%. |
| Long Term |
Tools and Equipment |
Materials |
- Investigate region’s use of a forecasting system.
- Raise issues as needed
|
Sharing projected customer growth numbers with materials
department (communications) |
Reduced failed installation ~3%, increase moral, reducing
truck rolls (because of lack of materials). |
| Long Term |
Strategic |
Broadband Ready Model |
- Distribute RF wiring to other field organizations (video, telephony, and service).
|
Extensive, additional 5 to 30 minutes on every video install
and service call. |
Increase the number of homes that are capable of HSD
services. Increase conversion of video customers to HSD by 20%. Extend the life of HSD
filter and allow self install without truck-roll. |