Regional Cable MSO Dispatch Realignment

IDENTIFY PERFORMANCE IMPROVEMENT OPPORTUNITIES related to process and organizational re-alignment across 13 dispatch operations spanning four states.  Particular interest in determining if dynamic routing, dispatch and/or consolidation of dispatch operations would make sense

Project Focus

Conduct an operational assessment of representative locations to determine:

• What would be gained in terms of improved customer and employee satisfaction and profit by restructuring of Dispatch processes and operations
• What the right role and appropriate functions for dispatch are and the impact of the various proposed changes on Dispatch leadership, supervision and staff, Technical Operations, Call Centers and NOCs
• What dynamic routing/dispatching would do and how it could be accomplished without over-complicating the processes
• Ancillary performance improvement opportunities observed during the assessment

Key Benefits Identified

• 10 – 20% Tech and Dispatcher productivity gain
• Significantly reduced licensing fee exposure
• 5 – 10% Reduction in truck rolls for service calls
• Improve customer satisfaction through first contact resolution, faster & more consistent response time, elimination of pending past due work activities
• Improved employee satisfaction through consistency in practices, clarity re: mission and accountability, improved responsiveness, employees have training and support to be successful
• Process simplification to reduce “must do” escalation
• Aggregation of dispatch functions for higher focus
• Tighter network surveillance and coordination with dispatch to reduce truck rolls
• Improved ability to measure performance, and identify and train best practices

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