Digital Evolution Consulting

Case Studies

A Client Success Story with a Global Telco

Situation

The client IT service delivery and release programme for this Telco that was failing to meet SLA measures due to poor delivery performance and the Telco faced negative press for these failures.

Task

DEC Consultant tasked by the Telco delivery director to face a board of client stakeholders on behalf of the company and turn around delivery performance.

Actions

DEC Consultant proposed a review and re-engineering of the Telco’s delivery processes

  • Reviewed AS IS service delivery processes, contracts (supplier and client) and SLA measures.
  • Captured issues and priorities raised by the client board.
  • Defined priority areas to address for the new delivery process.
  • Led the re-design effort between Telco service & IT teams, major supplier and client board directors to develop a new (TO BE) delivery process and agile release plan with KPI’s.
  • Transitioned process management into BAU.
  • Obtained signoff from all stakeholders in the form a new contractual agreement.
  • Trialled the new delivery process with 2 early adopter NHS Trusts.
  • Led the first delivery end to end to see at first hand the success of the new process and way of working.
  • Recruited a PM for the Telco & coached for the second delivery.
  • Analysed the process metrics and refined steps for future iterations.
  • Baseline a new delivery process and plan that all teams and client followed for each release.
  • Developed the Telco’s PM capability to deliver to the new agile and lean process and champion its implementation.
  • Coached best practice to team leaders within the process.
  • Monitored the delivery process against KPI measures for each stage in the process and release cycle.
  • Iterative improvements over 18 months

Results

  • Within 2 years, SLA penalties reduced by over 65% with KPI’s all within deviation tolerances.
  • Re-established client confidence whilst stabilising costs for the Telco.
  • Testimonials received from a client Executive Director and the Telco Leadership.