What Good looks like ... What Good looks like ... For Business Market CPs of Openreach Andy Morris Service and Operations Director
from large to small business it’s the same ..
...right first time ....
...understand and manage risk ....
...dependable and reliable ....
...in control when things go wrong ...
...and ultimately bring innovation.
.. data provided by a few CP’s was consistent as regards the difficulties we were having Problems increase with product complexity (Analogue to Digital and single to multiline) – SAL required Openreach contact on 21% to 34% orders and an average 2.0 to 4.7 contacts each time this is required this is required – ISDN30 required Openreach contact on 69% to 89% orders with an average 7.7 to 11.8 contacts each time this is required
...a fundamental review to : Recognise business customers are very different to residential customers. Cohesive, joined up approach between the Openreach and the CP teams Reduced cost of failure for all parties; Openreach , CPs and EU Reduced cost of failure for all parties; Openreach , CPs and EU Measures matching the needs of UK business and supporting CPs. Ongoing review and improvement of service quality A set of contingency solutions for delivering calls / restoring data connectivity 24/7. Quality .......... built in .
Business Service Improvement programme 16 CP’s including FCS are heavily involved. CEO support in Openreach. Overseen by OFCOM, facilitated by OTA, chaired by Industry. ‘Problem Statement’ agreed with Openreach. ‘Problem Statement’ agreed with Openreach. Programme structure in place and gathering pace.
Recommend
More recommend
