Service Enhancements and Waste reduction from delivery operations– N&T

[Audio] We provide a full suite of network services including LAN/WAN Management, Network transformation, Project work and Network automations..

[Audio] We provide services to 17 clients supporting their 30000+ devices, servicing an average of 3400+ incidents a month. 24*7 coverage and providing in-depth networking support to the needs of our clients..

[Audio] As they say, 96% of dissatisfied customer don't complain. But 91% of them simply leave and never come back, customer satisfaction is highly important to us..

[Audio] Coming to "What & Why" Our objective was to improve the stability of the estate and improve the customer satisfaction. An In-depth analysis of the environment, Incidents and the volumetrics led us to identifying our Problem statement- High fault rate and Low Customer Satisfaction. To start, in 2020 we were getting about 115 incidents every month for every 1000 devices that we managed, this is quite a high number. We aimed to reduce this number to less than 75. The systems that we support were quite unstable generating at an average of 9 P1's every month for every 1000 devices we managed. This resulted in a low CSAT of 90%. We aimed to improve the CSAT to more than 9.5 by focusing of system stabilization and providing value added services. Our Focus was to identify the reasons for the Hight Fault rate improve the environment and in turn increase the customer satisfaction..

[Audio] We ran multiple six-sigma projects to reduce the number of faults. We developed our operations to be heavily dependent on Automation thus reducing the human effort, turnaround time and cost of operations. The effort saved, was utilized to provide value added services and suggest design improvements to the customer At the end of this project, we were able to Reduce average fault rates from 115 to less than 55 every month for every 1000 devices. P1s reduces from 9 to 0.6 every month for every 1000 devices. CSAT improved from 9 to a perfect 10, and QPI improved form around 90 to 100[break]%.

[Audio] We focused our efforts on Fault reduction, Increase Customer Satisfaction, driving Six Sigma's, Automation, Value added services, looking at Design improvements and by doing so improving the overall Quality of service..

[Audio] We ran six sigmas for four of our customers, reducing the incidents by over 40% each time..

[Audio] We audited the network estate against network designs, identified gaps, proposed changes, and implemented the proposals for improvement which resulted in improved stability, Performance and cost saving for both fujitsu and end clients.

[Audio] To further improve the operations, we optimized our monitoring environment. Correlation of the alarms and events which helped in optimizing our alerting system and elimination of unnecessary tickets, improved impact assessment and quicker recovery of faults..

[Audio] While working on the Focus areas Six sigmas, value adds we found opportunities for automations. We developed the tools that help us run automated operations which we call "Self-Healing Networks". In our operation, not only L1 tasks are automated but our tool detects and fixes a lot of faults without human intervention which improves delivery of resolution and reduces recovery time..

[Audio] All the Efforts have helped us drive a great deal of cost benefit; in the last 3 years we have given more than 40 CSIPs worth more than 140 thousand British pounds to the customer. Apart from reducing the costs for customer, we were able to reduce our operational costs by more than 230 thousand British pounds..

[Audio] We as a team strive to deliver the utmost level of service and are constantly looking at opportunities to improve our service levels.

[Audio] I would like to thank you all for this opportunity to share our team's workings with you..