Field Operations

Our Client is among the leading, full-service tele-communication providers in North America with a workforce of 50,000 employees and yearly sales in excess of $20B.  They currently service over 13 million phone lines.  They offer a wide range of communication products and services, including telephone services, wireless communications, high-speed Internet, digital television and voice over IP.

Project Overview
PVA's Response
The Results

Project Overview

Objectives

  • Increasing the overall performance of Field Operations
  • Increasing service levels to both residential and business customers
  • Reducing operating costs
  • Enhancing communication with the Field Technicians
  • Increasing employee satisfaction
  • Improving quality of work by reducing rework and repeat levels
  • Improving customer service and satisfaction levels
  • Reducing contractor costs

Assessment Findings

  • Technicians did not follow existing policies and procedures when preparing for a service call
  • Technicians were not solving the problem on the first visit, which resulted in rework due to skill issues or subpar job quality
  • Technicians would will keep ticket orders open for 2-3 hours before informing dispatch which then by-passed the whole automated dispatch system process
  • Technicians were going on completed jobs causing rework and multiple truck rolls
  • There was a lack of tracing information on work orders by previous technicians associated with jobs
  • Extra work was being completed with no charge to the end-use customer
  • Lack of effective job assignment led to technicians repeatedly calling the Dispatch Center for their next assignment
  • Mismatched capacities was caused by not enough work being dispatched for the hours of work available for the technicians
  • Technicians came back early to the Work Center due to a perceived lack of work
  • Not matching the tickets to the Technician’s skill set resulting in lower customer service and satisfaction levels
  • Technician profiles were not updated by the Field Directors, generating issues with the dispatching of the technicians and generating more calls at the Dispatch Center
  • First-Line Managers avoided following-up with their Technicians (they keep to a minimum the number of visits to the technicians on a monthly basis)
  • First-Line Managers believed that since their people have been assigned from the Dispatch Center that they know what they need to do
  • First-Line Managers generally spent almost all of their time doing administrative activities in their offices, rather than being proactive with their people in-the-field
  • In planning the use of resources, the estimated work times are averages of historical performances and have not been developed based upon the pure time of the activities

PVA's Response

  • Improved individual, district and departmental performances resulting in the recovery of hours per technician per day
  • Reinvested these recovered hours to improve customer service and quality of service
  • Clarified roles and responsibilities of the First-Line Managers to spend more valuable time in-the-field with their technicians identifying and resolving operational issues
  • Established structured communication between the Dispatch Center and Field Operations to ensure that all First-Line Managers are kept informed of the daily workload of the technicians and can make necessary adjustments as required
  • Designed and implemented a standard performance measurement process based on an earned hour calculation and other critical Key Performance Indicators (KPI’s)
  • Developed and implemented a resource planning methodology based on volumes and estimated hours to assess the up-coming workload requirements as opposed to using historical information
  • Designed and implemented weekly executive reporting (Balanced Scorecards) of Key Performance Indicators (KPI’s), trends and performance variances
  • Transferred hours into capital work through increased preventive maintenance and network activities

The Results

Some significant results obtained by our Client included:

  • Increased load factors in terms of tickets per day for Technicians (25% improvement in tickets per day)
  • Maintaining customer due dates while handling increased volumes resulted in improved levels of customer service and satisfaction
  • Sharing resources across geographical areas to increase overall performance
  • Contractor work brought in-house
  • 40% improvement in overtime levels

Improvement in Supervisory Activities

Long Term Work Continuation

  • A Client Coordinator was trained and certified during the PVA engagement
  • A quarterly audit program of the new Management Operating System was developed and implemented with the Coordinator
  • PVA conducted audits over 18 months to ensure compliance to the continued utilization of the Management Operating Systems
  • These Audits resulted in recommendations and action plans to further identify additional opportunities for improving operations

Client Testimonials

"PVA provided a professional and capable group of people to work with us. Their training program was effective and comprehensive and while on site they provided excellent coaching to the Directors, Front Line Managers and especially to the Program Coordinators tasked with sustaining the program following its introduction. PVA provided a sound and proven methodology and a tool kit to enable our organization to increase efficiency and reduce costs. They helped us to develop measures based on our unique situation and to implement the necessary tracking and reporting devices. The principle of “active supervision” promoted by PVA is an effective means of achieving improvements simply by having managers more involved in the day to day activities of their direct reports. Overall, the implementation of the PVA process in our organization has increased communication at all levels and has produced…

Telecommunications - Field Operations

Kelvin A. Shepherd, President Consumer Markets Division - MTS Allstream

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"PVA provided a professional and capable group of people to work with us. Their training program was effective and comprehensive and while on site they provided excellent coaching to the Directors, Front Line Managers and especially to the Program Coordinators tasked with sustaining the program following its introduction. PVA provided a sound and proven methodology and a tool kit to enable our organization to increase efficiency and reduce costs. They helped us to develop measures based on our unique situation and to implement the necessary tracking and reporting devices. The principle of “active supervision” promoted by PVA is an effective means of achieving improvements simply by having managers more involved in the day to day activities of their direct reports. Overall, the implementation of the PVA process in our organization has increased communication at all levels and has produced positive results for our customers and the business."

 

Telecommunications - Field Operations

Kelvin A. Shepherd, President Consumer Markets Division - MTS Allstream

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"We engaged PVA based on positive feedback we received from some of their previous clients. In a relatively short period of time, they conducted reviews in the agreed focus areas and identified the cost savings that could be achieved by implementing their approach. They did a job in changing the culture in these areas through the training and implementation of active management and the creation of a management operating system to manage these units. Through their continued focus and support of the management team, we achieved the promised savings and have seen a significant positive impact to business results."

Telecommunications - Field Operations

Paul Flaherty, President & CEO - NorthwesTel

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"We engaged PVA based on positive feedback we received from some of their previous clients. In a relatively short period of time, they conducted reviews in the agreed focus areas and identified the cost savings that could be achieved by implementing their approach. They did a job in changing the culture in these areas through the training and implementation of active management and the creation of a management operating system to manage these units. Through their continued focus and support of the management team, we achieved the promised savings and have seen a significant positive impact to business results."

Telecommunications - Field Operations

Paul Flaherty, President & CEO - NorthwesTel

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"PVA’s intervention enabled us to deploy a performance management system for all our Managers in both Quebec and Ontario. PVA’s team was able to adjust to our needs, and bring our Managers from different cultures to adopt a unique management system. We surpassed the anticipated benefits. Two years later, the system is still being utilized daily, and we continue to enhance it."

Telecommunications - Field Operations

 Christian Roy, Vice-President, TV, Wireless Network & Field Services - Bell

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"PVA’s intervention enabled us to deploy a performance management system for all our Managers in both Quebec and Ontario. PVA’s team was able to adjust to our needs, and bring our Managers from different cultures to adopt a unique management system. We surpassed the anticipated benefits. Two years later, the system is still being utilized daily, and we continue to enhance it."

Telecommunications - Field Operations

 Christian Roy, Vice-President, TV, Wireless Network & Field Services - Bell

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‘’As Director of Customer Services responsible for both rural and urban Customers the Management Operating Systems implemented in SaskTel with PVA helped our front line Managers better understand the daily volume of high value work our technicians were completing. The Management Operating system engaged the Service Managers in a closer partnership with the Dispatchers and Schedulers, on a daily basis ensuring fully loaded techs as well as increased movement of techs to where the demand was. PVA worked side by side with the front line Managers, providing coaching and on-site support. Managers were involved in all steps of developing the Management Operating System which ensured their understanding and support. Our year over year results have seen improved Customer wait times, reduced costs and employee involvement in identifying opportunities to improve process’’

Telecommunications - Field Operations

Duane Hayunga, Director of Operations (Prince Albert) - SaskTel

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‘’As Director of Customer Services responsible for both rural and urban Customers the Management Operating Systems implemented in SaskTel with PVA helped our front line Managers better understand the daily volume of high value work our technicians were completing. The Management Operating system engaged the Service Managers in a closer partnership with the Dispatchers and Schedulers, on a daily basis ensuring fully loaded techs as well as increased movement of techs to where the demand was. PVA worked side by side with the front line Managers, providing coaching and on-site support. Managers were involved in all steps of developing the Management Operating System which ensured their understanding and support. Our year over year results have seen improved Customer wait times, reduced costs and employee involvement in identifying opportunities to improve process’’

Telecommunications - Field Operations

Duane Hayunga, Director of Operations (Prince Albert) - SaskTel

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"PVA’s approach was one of true partnership and lead by example through the project.  Our pain was theirs and they rolled up their sleeves with us. Consistent in their approach and honest feedback really made the difference for instilling a change in our management system."

Telecommunications - Field Operations

Rob McCullough, Director of Field Services - NorthwesTel

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"PVA’s approach was one of true partnership and lead by example through the project.  Our pain was theirs and they rolled up their sleeves with us. Consistent in their approach and honest feedback really made the difference for instilling a change in our management system."

Telecommunications - Field Operations

Rob McCullough, Director of Field Services - NorthwesTel

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“Measuring Jobs / Day was meaningless, it did not take the work done by our TEAM Members into account.  PVA trained us on a better way to measure our TEAM Members”.

Telecommunications - Field Operations

Service Manager

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“Measuring Jobs / Day was meaningless, it did not take the work done by our TEAM Members into account.  PVA trained us on a better way to measure our TEAM Members”.

Telecommunications - Field Operations

Service Manager

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‘‘Prior to this project, I worked as a manager for a year and nobody ever told me what I was required to do.  I thought my main duties were to put out fires and deal with the TEAM Members administration.  Now, I know that being in the field is my main responsibility’’

Telecommunications - Field Operations

Service Manager

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‘‘Prior to this project, I worked as a manager for a year and nobody ever told me what I was required to do.  I thought my main duties were to put out fires and deal with the TEAM Members administration.  Now, I know that being in the field is my main responsibility’’

Telecommunications - Field Operations

Service Manager

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‘‘It’s been a humbling and eye opening experience.  It’s amazing what I’ve seen in the field’’

Telecommunications - Field Operations

Director Regional Operations

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‘‘It’s been a humbling and eye opening experience.  It’s amazing what I’ve seen in the field’’

Telecommunications - Field Operations

Director Regional Operations

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‘‘I joined SaskTel’s Operations Leadership team half way through the PVA engagement and quickly saw the benefits of the tools and methodology that PVA provided to our team.  Using metrics that existed or were newly developed with PVA, we applied PVA methodology to daily operational tasks and identified many opportunities for improvement.  Operations team members collaborated to implement solutions that saved time and/or money and addressed customer and/or employee impacting opportunities.  The methodology resulted in a sense of urgency to daily activities and ensured that appropriate accountability was shared throughout the organization.  This wasn’t a project, but a change to how we manage our business that is sustainable and beneficial every day’’

Telecommunications - Field Operations

Lorraine Sikorski, Director – Customer Services (Provincial Operations) - SaskTel

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‘‘I joined SaskTel’s Operations Leadership team half way through the PVA engagement and quickly saw the benefits of the tools and methodology that PVA provided to our team.  Using metrics that existed or were newly developed with PVA, we applied PVA methodology to daily operational tasks and identified many opportunities for improvement.  Operations team members collaborated to implement solutions that saved time and/or money and addressed customer and/or employee impacting opportunities.  The methodology resulted in a sense of urgency to daily activities and ensured that appropriate accountability was shared throughout the organization.  This wasn’t a project, but a change to how we manage our business that is sustainable and beneficial every day’’

Telecommunications - Field Operations

Lorraine Sikorski, Director – Customer Services (Provincial Operations) - SaskTel

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‘‘PVA has assisted SaskTel Operations in implementing a Management system that focuses on Metrics and Management fundamentals.   The PVA professionals involved all levels of our employee base and delivered a repeatable process and framework for continuous business improvement.  PVA’s simple and disciplined approach assisted my operations team to accomplish in months what we had previously spent years trying to accomplish.  I now have the methodology and tools to balance operational efficiency gains with improvement to both customer and employee experience; and I can measure them.  Overall, it is a difficult transition that is far from over, but well worth the investment’’

Telecommunications - Field Operations

Greg Meister, Vice President Customer Services Operations - SaskTel

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‘‘PVA has assisted SaskTel Operations in implementing a Management system that focuses on Metrics and Management fundamentals.   The PVA professionals involved all levels of our employee base and delivered a repeatable process and framework for continuous business improvement.  PVA’s simple and disciplined approach assisted my operations team to accomplish in months what we had previously spent years trying to accomplish.  I now have the methodology and tools to balance operational efficiency gains with improvement to both customer and employee experience; and I can measure them.  Overall, it is a difficult transition that is far from over, but well worth the investment’’

Telecommunications - Field Operations

Greg Meister, Vice President Customer Services Operations - SaskTel

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