This is a case study from a transformation programme completed in the UK in 2005 by a senior X4MIS consultant.
The Network Management Centre (NMC) of this major mobile Telco monitors alarms from the UK network encompassing 12,000 base stations. The network generated 26,000 critical alarms each month and the NMC team either clear the alarm remotely or pass a case to a field engineer. The work of the NMC is critical to providing the highest quality of service and network availability to the company's 15 million UK customers.
The necessary change management skills were not available in-house and the NMC team were facing as number of 'business as usual' challenges. It was felt by the NMC senior management team that an external perspective would be highly valuable.
The NMC had witnessed a great deal of recent change, including
In order to baseline current performance and identify prioritised areas for improvement, a comprehensive Discovery Audit was completed including:
A number of key issues were identified:
Potential benefits in the region of £400,000 were identified or 15% of capacity. Potential benefits were documented and validated with senior management.
The benefits identified fell into four categories
Read People, Process and Technology
Each of the four NMC teams nominated a 'Champion' for each of these key benefit areas and four work streams were created - each work stream being led by a consultant with the objective of realising the identified benefits fully utilising the input of the Champions. The consultants mentored and coached the nominated champions.
For example, in the process work stream, the process champions identified the 5 key processes in the NMC. The consultants coached them to define the 'as is' processes and then develop 'to be' processes taking into account internal customer feedback. The process champions developed new procedures, then trained their own colleagues in the new procedures and developed processes to sample improvements going forward.
Improvements and Benefits Across the four work streams were made, including:
A number of benefits were realised as a result of the programme:
The NMC manager said the programme created a huge amount of momentum for us. The changes to our operational culture and processes will deliver higher levels of network availability and help establish us as the network of choice for the new generation of customers. In addition, the benefits we deliver will enable us to expand our investment programme over the coming years.
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