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SUCCESS STORIES / Excelencia operativa

Una cultura de mejora continua fomenta el futuro de la conectividad de fibra completa de Gran Bretaña

Cómo un proveedor de conectividad líder en el Reino Unido liberó todo el potencial de la fibra y elevó la experiencia del cliente utilizando un enfoque de mejora continua.

Background

El mercado global de fibra está creciendo rápidamente para satisfacer las crecientes demandas de empresas y consumidores de servicios de Internet y comunicación.

Sin embargo, muchos países desarrollados, como el Reino Unido, todavía tienen solo el 25% de la cobertura total de viviendas aprobadas (THP), en comparación con el 40-50% en otras naciones desarrolladas.

Lanzar servicios de conectividad de fibra más rápido en un entorno altamente competitivo es crucial. Si nos fijamos específicamente en los operadores de cable de fibra óptica, hemos observado que siguen dependiendo de las actividades tradicionales de mejora operativa realizadas de forma ad hoc o bajo demanda, lo que se traduce en menos o ningún beneficio.

Para seguir siendo competitivos y ofrecer un servicio de fibra más rápido, los operadores deben mejorar o fortalecer continuamente sus operaciones y, al mismo tiempo, controlar los costos y garantizar una experiencia impecable para el cliente.

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15% REDUCCIÓN DE OPEX

8% ENTREGAS DE PEDIDOS MÁS OPORTUNAS EN 7 MESES

10% REDUCCIÓN DE LOS COSTES DE IMPLEMENTACIÓN

Client Situation

Nuestro cliente es un proveedor británico de conectividad de fibra que posee, opera y mantiene la infraestructura de fibra hasta el edificio en 60+ ciudades del Reino Unido. Buscaban alcanzar 8 millones de THP en el Reino Unido en 2-3 años para evitar más construcciones de líneas para dar servicio a equipos residenciales.

Para hacer frente al rápido crecimiento del negocio y de la base de clientes, buscaron procesos más eficientes con soluciones de bajo costo para reducir los gastos operativos y acelerar el despliegue de fibra. Solo un socio con experiencia en la implementación de una estrategia de mejora incremental podría abordar sus problemas.

La incorporación de una función de mejora continua basada en el valor (VDCI) ayudó al cliente a lograr una experiencia de cliente y una eficiencia operativa superiores.

Diagnosis

El cliente había traído un cambio de paradigma al adoptar un nuevo modelo operativo para su producto de fibra completa en el pasado reciente. Dado que su modelo de proceso de entrega y aseguramiento era relativamente nuevo, era necesario mejorar su rendimiento para que coincidiera con su objetivo de 8 millones de THP.

La falta de experiencia en la implementación de una estrategia de mejora continua "la mejor de su clase" provocó retrasos en la prestación de servicios, lo que resultó en una realización prolongada de ingresos y altos costos de servicio. Las operaciones necesitaban sistemas y herramientas para medir y monitorear continuamente las brechas de los procesos.

Solving It

Propusimos un equipo de Mejora Continua Impulsada por el Valor (VDCI) para abordar las ineficiencias operativas mediante la identificación de las causas raíz y el desarrollo de una solución rápida. Construimos un modelo de trabajo de una función VDCI utilizando principios lean. Infunde valores claramente definidos y fomenta un proceso de cuatro pasos que comprendeel descubrimiento, la formulación, la ejecución y la evaluación, lo que permite una actualización gradual del proceso, el producto y el servicio.

En la fase de descubrimiento, realizamos un análisis unificado basado en datos utilizando varias herramientas de minería de datos como Celonis para descubrir brechas y oportunidades de mejora y resaltar los posibles problemas en las operaciones de fibra. Aprovechamos un modelo predictivo habilitado para IA/ML para identificar y resolver de forma proactiva los problemas de la red e impulsar la eficiencia y la excelencia del cliente.

Formulamos iniciativas de cambio mediante la realización de talleres y sesiones de reunión con propietarios de negocios y expertos, e ideamos la solución teniendo en cuenta elementos clave como las inversiones, los beneficios de costos y los plazos de implementación.

Ejecutamos y gestionamos  iniciativas de cambio utilizando las mejores prácticas de la industria centradas en las personas y los procesos, las aplicaciones estratégicas y las soluciones de plataforma. También proporcionamos un panel de gestión de cambios para evaluarlas métricas clave relacionadas con los cambios organizacionales e implementar iniciativas de cambio según los objetivos definidos.

Creamos un ciclo de retroalimentación para evaluar los beneficios obtenidos, identificar brechas para corregir el rumbo y aprovechar nuevas oportunidades.

Nuestra estrategia e iniciativas de mejora continua ayudaron al cliente a reducir los gastos operativos en un 15%. También fueron testigos de un aumento del 8% en la entrega oportuna de pedidos en 7 meses y una reducción del 10% en los costos de implementación en 3 meses.

abril 5, 2023

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