Telecommunications Company - Field Operations


  A MERGING OF TECHNICAL AND TACTICAL STRENGTHS


COUNTRY: Canada

PRIORITY OBJECTIVES:

To implement a culture that would maximize their position as a productive and competitive force within the telecom Industry. This would result in:

  • increased operational effectiveness
  • increased customer satisfaction

It was also critical that all improvements be sustainable and ‘owned’ by the entire Team.

PVA’S RESPONSE:

The Approach taken was to implement a customized Management Operating System and to provide training and on-the-job coaching to all Supervisors and Managers to increase their levels of active management. Specifically, the results would be achieved through the:

  • establishment of proper planning and crewing of resources as per standardized methodology and pre planning of work volumes
  • installation of Key Performance Indicators to focus on and evaluate improvements
  • re-definition of roles and responsibilities for all Front Line Managers
  • installation of a Continuous Improvement Program to ensure the results are perpetuated

PROJECT RESULTS:

Some of the results that our Client achieved were the following:

  • improvements in their % efficiencies (total hours compared to earned hours)
  • improvements in their due date intervals
  • improvements in their ‘hours per installation / repair’
  • improvements in their levels of active management

PERPETUATION OF RESULTS:

Perpetuation is being realized through PVA’s on-going partnership with this company. They have some of their own employees trained as Continuous Improvement Coordinators to conduct regular system audits and to analyze and action all audit results. PVA is also conducting audits to support management system compliance and a successful implementation of their Continuous Improvement Program.

CLIENT TESTIMONIAL:

"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."
- Kelvin Shepherd, President Consumer Markets Division, MTSallstream Inc


For more results that we have achieved within the Telecommunications Industry.