Schlumberger
Transcript: GLOBAL PROVIDE's Inspirational Success Story Schlumberger Background Following a meeting with the customer, issues were raised relating to their BAU fixed line order Background Feedback heavily suggested our performance was way off the level of the customers expectations CHALLENGE: Schlumberger have a bespoke QoS requirement that has been problematic to implement due to its complexity Our Team Our Team Anna Dillon CDM Dave Kemley Mihai Florea OM's (Naseem S., Mani S., Jo P., Janet B.) Jayne Lovett & Richard Keyte (UK) Gerry Leary & BTI team - Project Lead - Drive the Service Improvement Plan - Create the quality check model - Technical guidance - WWT & Testing solutions - Quality Checks - Support with troubleshooting - Supporting workbook improvements - Troubleshooting - Alignment between UK and GP improvement activities - Deliver orders and organise quality check. Anna's Mission Anna's Mission "To understand the challenges, improve customer experience and ultimately restore the customers faith in Global Provide" Actions Actions Weekly meeting with key stakeholders from UK and GP Create and implement a service improvement plan CDM Assigned (Anna Dillon) Retro quality checks on delivered orders that weren't accepted by the customer (all now accepted) Quality process and governance agreed and implemented for QOS settings Workbook updated with customer's current requirements and stored locally TNPS success TNPS success Schlumberger score us on a quarterly basis across all areas of the business. For Europe / Africa Service Delivery /Fixed Order Provisioning... ...in Q1 we scored a 1, the service improvement plan was implemented and in Q3 we went up to 8! This is a great achievement and we need to continue the great work. 7 Circuits delivered, QOS quality checked and accepted without issues Improvements to Date Improvements to Date The story so far... The story so far... Workbook Workbook Schlumberger had technical complexities around QoS setting requirements, checked and updated workbook with the latest information from the customer. The workbook is stored in a central location as it is used by UK and Global Provide to ensure consistency and Governance. A Workbook Governance Process Guideline document has been produced and published on the central process website, this includes a change control process, agreed and implemented between the Customer and Vodafone to ensure we are always aligned on requirements. Quality process Quality process A quality process and a carrier template was created and implemented. All circuits are checked by the solution Architect before handing over to the customer. If a customer’s requirements are bespoke or quality checks are needed in future, this model will be re-used. Digitalisation Digitalisation Currently reviewing the digital order form to see if we can flag the bespoke requirements upfront when the order is captured - trialled with the next Schlumberger Order. Local working instructions have been updated at order assurance and delivery stage. Also working with Pit stop 6 to see how we flag bespoke orders. Carrier Performance Carrier Performance Challenges with carrier deliveries. Awareness raised that Schlumberger are a strategic account. Project Management in Vodacom has now improved for a better traction with orders. Joint calls with carriers to highlight the QOS requirements and obtaining upfront agreement. Vodacom are aware that we are monitoring performance which will benefit all customers. Governance Governance CDM RAID template to track the Service Improvement plan used with all customer projects. Quality checks, Summary report and internal dashboards will be re-used for future projects. Future Future We also want to try and enhance the service for Schlumberger. Dave Kemley has been working with a company called WWT to review their capability and testing solutions. Next steps in lab testing and business case. Offered the customer a mini review after each delivery to share lessons learnt. Our ultimate goal is to continue building customer confidence in our business, which will lead to a better working relationships and will certainly result in more orders Next Steps Next Steps Continuous improvements from the lessons we learn through each delivery Feedback Feedback Listen to our customers feedback, review and understand what it is they actually want and implement changes driven from both the positive's & negative's Confidence Confidence It is vital that the next orders Kuwait and Warsaw go through smoothly, to continue to build customer confidence in us BAU BAU In summary, Schlumberger improvement plan has provided us with a wealth of learning. We have demonstrated as a buisness that we have a team of highly skilled, dedicated people who can pull together when needed to resolve a complex problem for a key customer. It is vital that we take the lessons from Schlumberger and implement the improvements we have created into BAU.
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