eircom
Working in partnership with eircom to deliver sustainable improvements in Core Network Services
Summary
eircom is the leading provider of fixed-line telecommunications in Ireland. At the time of project (“Zeta”), eircom was facing several challenges. The company wanted to reduce the length and variability of data order delivery lead times; increase productivity via a capacity uplift; match demand more accurately with the resources available; manage the growing demand for higher bandwidths and fibre-based products. Project Zeta, which was carried out by Trinity Horne in partnership with eircom, was aimed at addressing these issues within eircom’s Core Network Services Service Delivery unit (CNS-SD) and Services Transport Networks (CNS-TN). As part of an extensive programme of change, Trinity Horne introduced a new process operating management framework (PMOF), a lead-time matrix and a Delphi process.
Trinity Horne developed eircom managers using its cultural and behavioural change methodology and instituted a programme of Lean Sigma. Within nine months of the project’s inception, provisioning of high speed IP data services using fibre as the underlying medium improved by 97%. In addition, the original Zeta project Lead Time objective has been over achieved by 22% effectively hitting the planned stretch target. A 12% lift in operational capacity has also allowed eircom to provide additional focus on critical provisioning activities.
What could eircom not have done without Trinity Horne’s assistance?
Without Trinity Horne’s assistance eircom could not have delivered the programme’s main benefits in such a short timescale. Improvements in lead-time and performance are significant and have created very positive changes in customer experience.
What was the problem/opportunity faced by the client?
eircom manages an extensive rural network, operating in a competitive environment with growing customer activity. eircom needed to reduce the variability in the time taken to deliver services to customers, especially for high speed IP data. Essentially, the company needed to instil more predictability, speed and reliability into the provisioning processes.
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