Altnet start up – 186k

Delivering a world-class customer orientated Telco

186k identified a strategy to be a world class customer orientated telecoms operator leveraging an ultra high bandwidth, all IP network, would create more value rather than its initial wholesale strategy. David identified the changes and actions required to complete the design of the business architecture needed for the strategy and embed them in plans. 186k was initially funded and planned around a wholesale ‘play’. Its revised business plan and strategy was radically different, addressing different customers, developing and selling a wider portfolio of products services –e.g ultra high bandwidth IP services – from a deeper network infrastructure.

David was responsible for assessing alignment between current plans and organisation, and the new strategy. David developed a detailed definition of the capability required using leading practice and workshops. This included definition of a target customer experience at every Touchpoint – sales, field engineers, letter, web marketeer. To determine the capability scope of existing plans, he reviewed documents and interviewed key players, prior to completing a detailed gap analysis.

David found that although the implementation of the new plan had begun, much was still based on the skill sets, designs and business architecture planned for the original wholesale play. The programme did not reflect the radical, aggressive and customer-orientated business described in the revised strategy. It remained focused on the delivery of infrastructure projects, rather than customers. David defined the actions required

David provided 186k with a clear, objective assessment of Altnet and the tools needed to address the gaps in the strategy implementation and improve customer orientation.