About the Client
A key player in the UK’s telecom and broadband market
Challenge
The client, a leader in telecommunications, recognized an opportunity to enhance its service delivery by addressing cycle time inefficiencies and quality concerns in order fulfilment. With a commitment to delivering best-in-class customer experiences, it aimed to accelerate cycle times, adhere strictly to delivery commitments, and streamline processes to improve order execution.
Requirements
Bridge knowledge gaps between teams and processes
Eliminate redundant data exchanges across departments
Consolidate disparate tools and processes under unified ownership
Enhance collaboration with external stakeholders while ensuring SLA compliance
Solution
Taking Ownership and Driving Change
The mobile network operator, with TCTS, embraced a transformation strategy, leveraging Value Stream Mapping (VSM) and Lean Six Sigma to re-engineer processes. By eliminating unnecessary handoffs and fostering end-to-end ownership, the company ensured seamless order delivery from validation to completion.
Transforming Order Management with the Runners, Repeaters, and Rarities Model
To streamline order management, the Runners, Repeaters, and Rarities Model was introduced. This structured approach has established a single point of contact between service providers and customers, eliminating inefficiencies and improving turnaround times.
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Runners |
Repeaters |
Rarities |
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For frequently executed, standardized workflows, the model ensures seamless order execution |
For less frequent but structured processes, the model minimizes complexities while maintaining agility |
For highly customized and intricate workflows, the model ensures expert intervention at every step |
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Results
~ 40%
Improvement in cycle time
250+
Instances of positive customer feedback per year
£ 2.3M
Additional annual revenue, due to 15% increase in order volume
