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PPC Industry Forum, 18 September 2007

PPC Industry Forum, 18 September 2007. Partial Private Circuits. Disclaimer BT has taken reasonable care to check that the information contained in the following slides was accurate at time of publication.

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PPC Industry Forum, 18 September 2007

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  1. PPC Industry Forum, 18 September 2007

  2. Partial Private Circuits • Disclaimer • BT has taken reasonable care to check that the information contained in the following slides was accurate at time of publication. • Any price indications or timescales contained within this presentation are estimates for information purposes only and do not constitute any contractual or other obligation. • In relation to any products/services referred to in this presentation which are currently under development and/or trial, BT gives no undertaking or other commitment that the product/service will be made commercially available • BT reserves the right to make changes to the information in this presentation at any time without further notice • Exclusive reliance on the information in this slide pack is at your own risk

  3. Partial Private Circuits • Agenda • Introduction – Leslie Hurrell-Smith • Customer Satisfaction – Jessica Watters • eCo Rationalisation – Stuart Benson • Statement of Requirements – John Skingle • Review of previous actions – Pauline Cowie/All • Product Development Update – Pauline Cowie/All • Product In Life Update – Pauline Cowie/All • QoS • Billing • Communications • AOB – All • Meeting Review – Leslie Hurrell-Smith • Date of next meeting - All

  4. The BT Wholesale Customer Satisfaction Programme Jessica WattersCustomer Satisfaction Team Business Improvement Consultant jessica.watters@bt.com

  5. Objectives • Share with you our customer experience goals • Explain the customer satisfaction process • Show you some examples of the process in action

  6. BT Wholesale believes the customer experience is a key differentiator • We are working on delivering a truly transformed customer experience • Give customers more control in areas like access, ordering and repairs • access to operational reports • online statement of requirements submissions • Deploy world class account management processes • matrix team working • Improve provision and repair performance • a minimum of 95% right first time outcome in service delivery • Manage the migration to 21CN • Ensure our portfolio and product development strategies are fit for purpose • Improve the accuracy of customer billing We rely on your feedback to understand how we’re doing and how far we have to go

  7. The Customer Satisfaction Programme aims to understand what is driving satisfaction and dissatisfaction • The programme is underpinned by the survey process. There are three types of surveys designed to capture “the voice of the customer”. The results of these surveys are given a consistently high level of attention from BT Wholesale and BT Group. We are all performance managed on the results.

  8. The main survey is our biggest source of customer satisfaction information • Covers the end-to-end customer experience • Account Teams, Product Management, Product Development, Value for Money, Access, Provision, Repair and Billing • BT Brand, Image and Trust • Regulatory Compliance, Undertakings • We aim to interview every customer at least once per year, but no respondent is interviewed more than twice • Results are fed into line of business and group management reporting • Results are presented and discussed at the monthly BTW Customer Experience Forum • Fed into and used to validate account team and component area Business Improvement Plans • Takes approximately 20 minutes to complete Your account team owns your business improvement plan but can draw on resource from across the business to make the improvements.

  9. Some examples of the process in action….. • Customer Said, “I want to understand any plans for the products that I purchase” • BTW Responded: Our Products Teams are undertaking a complete refresh of 10 key product roadmaps. • Customer Said: “I wish I could access my operational reports without contacting my account manager” • BTW Responded: On the 2nd of July we gave our customers free access to Netview Plus via btw.com. Customers can now access the same data as we do internally. • Customer Said: “It is impossible to find pricing information – there’s just too much historic data” • BTW Responded: Our Pricing Team have migrated historic price data from out of the carrier price list to a dedicated page, making it easier to find the current prices • Customer Said, “I don’t have time to trawl btw.com but I need to understand what’s happening” • BTW Responded: We’ve launched the RSS Reader. Once installed, alerts are delivered as pop-ups containing a brief summary of what the news is about. You then have the option to follow the links to the right page immediately – or go back to them later. News comes out through various channels every month – Between the Lines, You said we Did, Key Messages – just ask your account manager for further details.

  10. And other things we’re working to deliver….. • Product Development: Agile Working Practices and more Round Table discussions with customers who are impacted, bringing you products quicker and more suitable to your businesses • Product Management: An update to Product Roadmaps, letting you know the long terms plans for product enhancements • Billing: Providing you an enhanced summary report to ease reconciliation • Account Team Communications: A complete review of our briefing process • Service: Getting it right the first time and reducing repeat faults • Service: Making the performance reports you need more accessible • Pricing Access: Providing you with online pricing tools that are easy to access and use

  11. Any questions?Please feel free to contact me direct with any feedback on BTW: jessica.watters@bt.com

  12. PPC eCO Product Rationalisation Stuart Benson

  13. Current situation • 4 Product families encompassing 328 products • Numerous displaced products • Product feature questions driven by the back end system • Unintuitive user experience all round, resulting in criticism of the product and eCo application • Limited scope for improvement of either user journey (Customer end users & internal agents)

  14. Proposal • Re-design of the PPC group of products to 8 new product families encompassing all 328 PPC products • Allows for a more intuitive, user friendly experience when ordering PPCs • New optimised product feature questions, will require less user input and have more default values

  15. Benefits • Increased error reduction resulting in higher percentage of right first time orders • Will significantly reduce the order placement timings on eCo for customers • Improved order handling, reducing time taken to issue orders • 1st step on the path to decreasing overall cycle times

  16. Timeline and milestones • July 07 – Initial concept - complete • August 07 – Initial analysis & design – complete • August 07 – Present concept & design to product team - complete • September 07 – Present concept to industry for input, support and backing – in progress • Sept/Oct 07 – Workshop involving industry representatives for customer input - pending • October 07 – Build and test new product including API - pending • October/November 07 – Retrain existing BTW eCo Order communities - pending • December 07 – Re-launch product on eCo – pending

  17. Any Questions?

  18. Thank you

  19. SOR Management SOR Process Automation Changes – SOR Management Portal Customer SOR Process Automation Timeline Sneak preview of SOR Management Tool Questions John Skingle

  20. Customer SOR Process Regular Customer Updates SOR Accepted Accept WD35 Commercial Change only Development / Delivery Project Workstack Initial Offer (WD35) SOR Submitted SOR Acknowledged (WD5) First response (WD15) Initial Offer (WD60) Accept WD60 Further consideration / Technical evaluation required Rejected WD 15 Rejected WD 35 / 60 Rejected All Customer SOR’s follow the regulated SOR process Target First response 15 Working days Target Accept / Reject Initial Offer within 60 working days Regular Customer Updates

  21. Customer SOR Process Automation • Nov 2006 Web based Customer SOR Launched • You can submit your own SOR’s on line • Your Account manager can submit it on your behalf • Management of all SOR’s to the 60 Day Regulatory process timescales • Manual management and updates within BT Wholesale • Autumn 2007 (Soft Launch) SOR Management Tool • Customer SOR management Portal • Visibility of all your companies active and historic SORs • Real-time data and updates from the Product Management community • Status • Key dates • Key decisions • Product management updates • E-mail change alerts • Future • Linkage to Development Projects • Development Project Status Updates …… “Basic functionality Day 1 evolving over time to meet your requirements”

  22. Customer SOR Process Automation Timeline • Prototype available now • Iterative development & testing Sept • Product Management Trial Early Oct • Soft Launch to Customers Oct - Dec

  23. Visibility of all you SOR’s

  24. Registering a Statement of Requirements

  25. Confirmation of Registration & forecast response timescales

  26. Visibility of all you SOR’s

  27. Questions

  28. Partial Private Circuits Action Point Review

  29. Partial Private Circuits Action Point 12/1 (01/12/05) – “BT to investigate the inclusion of eCo Repair in the data quality monitoring on the One Truth Data Base” 18/09/07 – Development on track for Q4 completion. To be reviewed December 2007. Action Ongoing

  30. Partial Private Circuits • Action Point 03/8 (01/03/07) – Pricing Tool: • BT to ensure Pricing Tool highlights Infrastructure and Excess charges are included in the price quoted. The tool currently quotes circuit prices only. • Consider the possibility of CPs being given the ability to input their PoH postcodes or Grid References as an inventory in future developments. • 18/09/07 – • Pricing Tool Project Plan was distributed to Industry 25th June 07. • Infrastructure costs to be added 1st October • Excess Construction Charges currently out of scope being considered for future launches. • PoH postcodes included in Phase 2A completed 30 June 07 • Action Discharged

  31. Partial Private Circuits • Action Point 03/9 (01/03/07) – Issues Log: • BT to review log to remove Replicability issues and also to include ‘Origin’ of issues on the log. • 18/09/07 – Issues log Issues log updated. • Action Discharged

  32. Partial Private Circuits • Action Point 03/11 (01/03/07) – B End Shift – Internal/External Shifts: Cost does not appear to be correct BT to Investigate. • 18/09/07 • Issue is under investigation. • cost analysis completed and finalised. • Internal pricing paper to be prepared and presented to investment board. • Target date for submission to Investment Board November 07 for decision. • Action Ongoing

  33. Partial Private Circuits • Action Point 06/01 (07/06/07) – ISH: • BT to check whether Exchange Codes are populated on the new GenIUS bill. • 18/09/07 – Exchange codes will be populated on the back-up bills when billing move to GenIUS. • Action Discharged

  34. Partial Private Circuits • Action Point 06/02 (07/06/07) – Stop the Clock: • When BT engineers call 3rd Party contacts to arrange access and the 3rd Party contact is not available, they do not leave a name or return contact number to enable CPs to return call. Stop the Clock is then initiated. BT to investigate to ascertain what information should be left on the voicemail and how many days between the first and the next contact. • 18/09/07 - The process for PPCs/PCs • Where the CP gives permission for BT to call the Third Party Customer; BT will call in advance to confirm access is available.   BT will leave the name and number of the BT contact on the voice mail. • The BT will call 3 times in a 24-hour period to make contact. • Where the appointment is made by the CP, BT will turn up at the allocated times at the Third Party premises. • Where access is not obtained, STC is applied and the CP is informed of this STC instance by the CMC. • Action Discharged

  35. Partial Private Circuits • Action Point 06/03 (07/06/07) – Stop the Clock: • CPs request BT provide STC stats by CPs on a monthly basis, this could be via the CPs Service Review Meetings. • 18/09/07 –BT is unable to provide Industry with STC statistic on a monthly basis due to the manual work required in providing this information. • Action Discharged

  36. Partial Private Circuits • Action Point 06/04 (07/06/07) – Client Relationship Managers: • Industry requests BT Account Teams advise them who their CRMs are. • 18/09/07 – Account teams informed of this requirement. • Action Discharged

  37. Partial Private Circuits • Action Point 06/05 (07/06/07) – Exchange Closure: • BT to respond to John Lee’s (C&W) email. • 18/09/07 - This matter was addressed via the Point-to-Point Working Group and Consult21. In broad terms, BT will provide virtual nodes for existing circuits and new exchanges for new circuits. • Action Ongoing

  38. Partial Private Circuits • Action Point 06/06 (07/06/07) – Central London Zone (CLZ): • BT to arrange for Product Handbook to be amended to remove reference to CPs advising CMCs that a CLZ circuit is required as this is now highlighted via the Pricing Tool. CMCs to be briefed to automatically select CLZ as displayed via the Pricing Tool. • 18/09/07 – Product Handbook updated and CMCs briefed. • Action Discharged

  39. Partial Private Circuits • Action Point 06/ (07/06/07) – Online Pricing Tool: • Chris Munn (Verizon Business) to provide feedback on examples of anomalies identified whilst using the pricing tool. • 18/09/07 – No feedback received • Action Ongoing

  40. Partial Private Circuits • Action Point 06/09 (07/06/07) – Firm Offer Confirmation (FOC): • BT to provide CPs with the next steps to address the Highband planning problems, which affects BT meeting FOC timescales. • 18/09/07: • CMC actively chase OR for the forecast dates. • CMC amended their procedures to ensure forecast is provided soon as all the required details are available. • CMC to escalate every job that is dependent on OR when the information is due. • CMC monitor the progress at day 8 and day 21. • Proposed target is to deliver FOCR at day 18. • Action Ongoing

  41. Partial Private Circuits • Action Point 06/10 (07/06/07) – Interim Forecast: • BT to set up audio with Industry, PPC Product Team and Technical Account Managers to address mis-understanding regarding ACOs. • 18/09/07 – • Interim forecast process reviewed and amend • TAM and support teams briefed • Industry briefed via external briefing process • Interim forecasts being placed by CPs • Action Discharged

  42. Partial Private Circuits • Action Point 06/11 (07/06/07) – Quality of Service (QoS): Industry request BT produces: • A glide-path chart for 6-12 month period at the next forum. This glide path to exclude Highband. • Installation Faults – trend stats shown as a percentage (%) of the installation. • BT to provide more trends on where there are differences. • 18/09/07 – Trend charts on following slides:- • Action Discharged

  43. Partial Private Circuits

  44. Partial Private Circuits

  45. Partial Private Circuits • Action Point 06/12 (07/06/07) – Billing: • Industry requests BT ensures Monthly Billing on the new GenIUS bills are optional and not mandatory. • 18/09/07 – • Monthly billing is optional. • CPs to opt in by 30 November 2007, No response will maintain status quo. • CPs to provide minimum of 1 months notice. • Monthly billing will not start until beginning of the billing cycle i.e. Jan; April, July or October. • External Briefing to be distributed to Industry. • Action Discharged

  46. Partial Private Circuits • Action Point 06/13 (07/06/07) – Product Handbook: • Global Crossing to confirm views on what they believe Operator STC should be. • 18/09/07 – No response received. • Action Discharged

  47. Partial Private Circuits • Action Point 06/14 (07/06/07) – Interim Feedback: Industry requests BT provide interim feedback on issues between meetings. BT to ensure published Issues/Action lists are updated when information known and not wait for next forum. • 18/09/07 – • BT to start providing interim feedback from September forum. • Interim communications to be managed by the account teams. • Action Ongoing

  48. Partial Private Circuits Product Development Update

  49. Partial Private Circuits • On Line Pricing Tool – Development Update • Phase 1 Completed End March 07 • Basic PPC pricing on line • Phase 2A Completed June 07 • Extended Functionality and Products • Included early delivery of some developments • Phase 2 B& C Ongoing Due 1st October • PPC Equipment Pricing • PPC PoH SDH Node Matching • New PoH workflow • Update PoH Management

  50. NB - All dates quoted are target launch dates only Price Control Review PPC Managed Conversion Equipment Cancellation Charges E- Connect Trial Ends E- Connect Trial Starts Dec Jan Feb Mar Apr May Jul Aug Sep Oct Nov Q4 Jun Dec 8Mbit/s Package pricing Notified Data Connectivity Pricing tool – Phase 1 (PPC) Tungsten 34Mbit/s PPC 8 Mbit/s PPC bundle Launched B End Shift Price Review Data Connectivity Pricing tool – Phase 2A Managed PPC (Enhanced Phase 3) 622Mbit/s PPC (re) launch Discrete Interface Redesignation Data Connectivity Pricing tool – Phase 2B & C High band PPC pricing review (155Mbit/s) Data Connectivity Development Timeline

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