CALL ONE ROUTER INSTALLATION PROCESS IMPROVEMENT PROJECT

KEY WORDS

• Carrier circuits: A physical circuit, ordered by Call One, brought into a building by a Telecommunications carrier, and terminated in the customer’s server room

• Customers: A business, municipality or school whom has signed a contract with Call One

• Router Configuration: The act of a Network Engineer gathering customer specific data and programming the router with the necessary configuration

• Router installation: The act of a Field Technician installing the router at a customer site, including rack mounting, turning on and testing

• Router Order Lead Time: Total cycle time from the moment the router order is received at Call One to the moment that the router is in the engineer’s hands for programming

• Provisioning Department: A department at Call One which places the circuit orders, on behalf of the customer, with the carrier

Key Take Away: The scope of this project starts from the point of the customer signing a contract for a new circuit and router to the successful installation of the circuit and router at the customer site.

Key Take Away: There are a few NVA process steps that include significant wait time, which could be leading to increased cycle time.

Key Take Away: Data collection was made over a one month period, by multiple department staff.

Key Take Away:The baseline

data shows that there are many installations in a

month which required either extra time on

site to re-work, or a follow-up

visit to complete the needed changes.

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Key Take Away: Data shows that the routers are being ordered with only 2.12 days lead time, which leads to errors in programming, and little time to test before they are sent into the field. It also shows that the engineers are taking 29 minutes on average to configure each router.

Key Take Away: Options #1 and #4 aren’t options, as they are considered outside of the scope. The team will order the routers earlier in the process, during the design phase of the order. They also created a programming template to load onto the routers.

Before & After Time Data

Router Order Lead Time – Before and After

Router Configuration Time – Before and After

Key Take Away: Implemented solutions

significantly decreased router configuration time and increased the Router Ordering

Lead Time

Before & After Swimlane Process Map

TIME

TIME

Key Take Away: By making some activities concurrent, including the router ordering, we decreased the wait time and the overall cycle time.

RISK MANAGEMENT

Key Take Away: Ordering routers earlier in the process, having router types verified, testing all routers before dispatch and building router configuration templates will lower the risk of re-works and re-scheduling of router installations.

MONITORING & RESPONSE PLAN

Key Take Away: The monitoring plan factors in both the leading indicators of router programming accuracy and order lead time along with the project “Y” of Installation Time.

INNOVATION TRANSFER OPPORTUNITIES

Key Take Away: All of these improvements could be immediately transferred to other Call One Operations Departments which order and install hardware.

Key Take Away: The Implementation Plan will include will include a few process changes, but will effect much of the outputs.

APPENDIX SLIDE 1

APPENDIX SLIDE 2