This case study was an assignment completed in the UK in 2005 when I was practice lead for a boutique customer strategy, programme and change management consultancy. It is relevant to Realised’s business as it provided the foundation for the CINZ Methodology, now redeveloped as a change model for New Zealand.
We were asked to help optimise a Network Management Centre’s (NMC) alarm monitoring activity (a major mobile Telco with a UK network encompassing 12,000 base stations servicing 15 million customers). The network generated 26,000 critical alarms each month and the NMC shift teams were struggling to meet KPIs for alarm clearance remotely or by passing cases to field engineers. The necessary change management skills were not available in-house and the NMC team were facing a number of ‘business as usual’ challenges. It was felt by the NMC senior management team that an external perspective would be highly valuable.
To understand the true level of change we baselined current performance identifying and prioritising areas for improvement using a comprehensive Discovery Audit.