Field Operations
To: Field Operations (BBEs)
Date: 1 October 2005
Subject: Quick Start Pilot Launch
We’re pleased to let you know about the launch of our Quick Start pilot on 1 October 2005.
What is Quick Start?
Quick Start is a new process designed to give our customers in pre wired homes the option to carry out their own installation, provided the services they require and their property meet defined criteria. If they choose to carry out their own installation we will send them the equipment they require and full instructions. They will also be given a Freephone number to call to activate their service, and support in case they experience difficulties.
Why are we launching Quick Start?
Offering Quick Start will improve the customer experience; customers will be able to self-install at a time convenient to them, rather than wait for an available installation date. This process is used in various countries around the world, including the United States with great success. We’ve examined a number of these and will be using ‘best practice’ processes, allowing us to offer a full range of installation options to all sections of our customer base.
What is the pilot?
We’re running a pilot of Quick Start to test the process in practice. Results of the pilot will be monitored and when we’ve made any necessary changes to our processes and Quick Start is ready for full launch, we’ll let you know.
Where is the pilot?
We’re planning to pilot the scheme for customers in the Midlands and North East.
When is the pilot?
The pilot will be launched on 1 October 2005. We expect the pilot to last for approximately two months or 400 installs.
The only teams that will be affected by this trial are the Demand Management Team (DMT), Install Support and National Service Activation Centre (NSAC) and BBEs in the North East and Midlands. The NSAC, DMT and Install Support have already received a brief detailing their change of processes. Customers experiencing issues with their self-install will be able to contact us to arrange for a specially selected BBE to attend their property to correct these problems. Therefore BBEs in the North East and Midlands will be briefed with:
· What will happen when a customer books a BBE appointment
· A new cabinet checking process, this can be found in the link below, click for full details:
http://kn-how2.telewest.co.uk/control/quickstart/9c2b986a5893414ca863142eb3b829dd.html
Although there will be no change to the way the rest our BBEs work during the trial we realise that this process may raise some concerns about the future of our Field based operation. As a result we’ve included some questions and answers below.
Questions and answers for Field Operations – Project Quick Start
Does this mean that we’ll be reducing the number off BBEs within Telewest?
We do not currently have any plans to change the structure or numbers of BBEs within Field Operations.
Why are we doing this?
Offering Quick Start will increase the number of installation options our customers have; customers will be able to self-install at a time convenient to them, rather than wait for an available installation date, increasing our levels of customers service and offering them an experience tailor made to their needs. By offering this service we’ll be able to increase our management of customer demand and install capacity, making sure that we don’t over stretch BBEs while still meeting customer demand at peak times.
What happens if the customer can’t install the equipment we send them?
The instruction documents that are sent with the equipment have already been trialled with great success. We’re confident that there will only be a very small number of customers unable to complete the installation. However, if this happens the NSAC have the ability to book a specially selected BBE to attend the property and rectify any issues they find.
Incorrect connections made by customers will lead to additional noise on our network, what are we doing about this?
We’ll be supplying the customer with the correct tools, explaining to them in detail how the connections need to be made. In addition we’ll be monitoring our ingress levels as part of the trial and will use this data to assess the success of the trial once it’s complete.
Has this been tried anywhere else?
This process is used in various countries around the world, including the United States. We’ve examined a number of these and will be using ‘best practice’ processes from these.
These issues and any others that arise will be monitored during the trial and will be used to assess its successes and challenges.