The Challenge

Our client knew there was a gap between various operational processes that were designed to support the launch of new broadband services, and actual compliance with those processes. They were faced with questions, but no answers:

• Why were some locations more successful than others?
• Why were percentages of service calls (truck rolls) higher, and call center sales and support calls longer in some locations than in others?
• Were there consistencies between certain operational practices and success?
• What were the best practices that needed to be captured and replicated?
• What pitfalls needed to be avoided?
• How could we capture and document this critical information and modify business practices to leverage the learning?

The Solution

Maher & Maher designed a Post-Deployment Operations Review (PDOR) performance improvement strategy that included the following:

• A diverse team was formed, comprised of members of Maher & Maher, as well as members of various client groups, to represent critical components in new product launches, including
  • Data center operations
  • Call center operations
  • Field operations
  • Sales
  • Training
  • Management
  • Dispatch and scheduling
• Data-gathering forms were created to ensure consistent areas/skills were measured across the organization.
• A process for conducting PDOR reviews was developed and published.
• Team members were trained in the process.
• Online, confidential employee surveys were developed for distribution prior to a physical site visit.
• Interview forms were developed for critical staff interviews of various operational roles (both front line and management).
• PDOR team members conducted call monitoring, ride-alongs, interviews and surveys during the actual site visits.
• Forms were completed and data was gathered before and during visits.
• Each PDOR team member was responsible to complete a master report, along with individual observation details.
• A Maher & Maher team leader compiled results and prepared a detailed report.

Approximately one month following the visit, Maher & Maher returned to each location with the client Regional Vice President and performed a team debrief with personnel in which candid observations were shared, as well as recommendations for initiatives to improve operations.

Maher & Maher then led a discussion surrounding a measurable plan for implementing suggestions, and documented that plan for implementation following PDOR debrief. All results were provided to local management and the Regional Vice President.

This initiative was wildly successful in capturing the “why” surrounding the launch of new broadband products, and helped to define the connection between “best practice” approaches and product launch success. The PDOR approach, conceptualized and executed for 3 years running by Maher & Maher, has proven to be one of our client’s most critical success factors.

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