- PE House/Pay TV – Assessed R&D and other cost reduction opportunities within a High Tech solutions provider that developed key solutions for satellite Pay TV companies
- European Cable TV Altnet – Synergy planning across sales, marketing and networks in preparation for final binding offer for other competing Altnet delivering Pay TV, MVNO and fixed telecoms services. 61
- Clientwise - Delivery of a £2M custom development of opportunity management processes using an agile method and Business Process Management software
- Alchemy, acquisition of Geo – Reviewed propositions of a Telco that was leveraging an extensive ‘second hand’ national dark fibre network acquired for next to nothing. Tested the uniqueness and differentiating characteristics.
- Vodafone – Telecoms service launch. Enabled Mobile operator to plan how to become partner of ‘choice’ for service providers, by augmenting basic data services with a valuable service layer
- ESAT – Prepared proposal for a joint venture, now executed, to use railway assets in Eire to establish a national network, working with key finance, technical and marketing managers
- Reuters – Using competition and well defined requirements to reduce cost, providing sourcing advice across complex global telecoms services
- Orange – Network review. Analysed service and network management requirements & processes across a mobile operator’s applications and networks, recommending improvements
- Barclaycard – Reduced cost by designing and delivering a virtual call centre needed to support a 15% headcount reduction, leading a mixed consultant/ client delivery team, and managing issues with stakeholders
- Interflora – Enabled transformation to cut costs and improve services, supporting and leading its management team through complex decisions on IT, process change and vendor selection
- Energy Utility – Designed and delivered a solution to deal with extreme demand on a call centre, to avoid a repeat of a customer service debacle
- Local authority – London Borough - Assessment of technical telecoms designs and recovery plans for a troubled project to deliver innovative telecoms into a major new building and its satellites
- Property business – Assessment of the current state of a regional contact centre. Part of a larger housing association under regulatory and budgetary pressure.
- Analysed service and network management processes and requirements across a mobile operator’s applications and networks, recommending improvements
- Data collection and core operational IP networks
- Service delivery and change processes
Orange
Network review
After growing massively in a few short years, Orange faced a challenge when old processes and ways of working became incompatible with the new requirements for lower costs to retain competitiveness, and support of new technology, with different traffic and billing characteristics. It had issues with the processes used to design and implement their networks, with key administrative networks suffering major ‘crashes’. David was responsible for a project to understand the changed requirements, assess current ability to support them and plan the changes required.
Although Orange had clear processes for introducing new systems, many current projects drew on Design Team support during implementation and business as usual operations. With a demand to support 2.5G and 3G rollout, plus others, this was unsustainable. David’s team captured the ‘Current State’, envisioned with Orange what the ‘Future State’ should be. This enabled gaps in current process to be identified, for example it determined that although network infrastructure itself was well documented, the demands (traffic volumes, quality of service etc) upon it from existing and new applications were not. This created the risk that supply could be inadequate to meet needs. The team defined the actions required and assessed the benefits of optimising the IP delivery processes In a second phase, the team delivered detailed process and quick win definition with structured documentation to ensure resolution of issues.
This work enabled Orange to implement some quick wins, optimise its processes, and was a precursor to a major investment in improved operational support and network management systems.
