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A communications services provider was realizing great early sales
success, filling its back office with orders and putting a strain on
the delivery process with resultant delays in revenue realization.
Management quickly decided it needed to invest for scale in its
delivery process, but wasn't sure what was working, what was not and
exactly where the bottlenecks were in the process. NaviGo Global was
asked to find a solution that would improve visibility to this process,
allowing management to make smarter decisions on where to apply
resources and IT investment.
NaviGo Global
collaborated with owners and operators of the delivery process to
review process design documentation and observe process execution. It
quickly became evident the process was 100% manual with a great deal of
variation in execution between operators, the process flows were always
outdated due to constant changes in product definitions and the network
infrastructure supporting the product required changes in activation
procedure. The end result was missed delivery dates and post-install
quality issues (which then meant additional burden on customer care
resources). The client needed lightweight, flexible and user managed
business workflow system to allow them to quickly revise processes as
the product and network evolved while also providing a framework for
ensuring consistent process execution. NaviGo Global used data from the
initial interviews and information gathered in follow-up conversations
to develop a set of systems requirements, evaluate IT solutions,
summarize the business benefits and present multiple options to
stakeholders for their buy-in and comment. NaviGo Global then supported
the process owners as they presented the options to management with
estimates for cost and implementation time frames.
Management quickly
latched onto the benefits of a business workflow system solution and
picked one of the options for implementation. Over the weeks that
followed, NaviGo Global negotiated with the licensing vendor for the
selected software package, assembled an implementation project plan
that leveraged the vendor's professional services, supported the
delivery of training to process owners and users and finally supervised
the execution of the project plan. In follow-on work, NaviGo Global
helped to formulate process metrics, develop operational review
materials and trained process owners on how to iteratively decompose
and improve process results to maximize OpEx through streamlined
process or automation.
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CFO:
"NaviGo
Global was engaged to work with our team on a difficult strategic
investment opportunity. They added tremendous value via their unique
ability to dive into complex operational and industry issues and
simplistically translate the details of their analysis into a financial
ROI summary that is easy to explain it to a broad group of the
Management Team and the Board. Further, they challenged our thought
process and countered with advice that demonstrated laser focus,
out-of-the-box thinking and profound perspective that I have come to
greatly respect. I highly recommend the NaviGo team as a consulting
organization where the results pay for themselves many times over."
SVP, Marketing and Business Development:
"We have engaged NaviGo Global to help us articulate and formulate our new
application product strategy. They have worked with us on positioning,
pricing and partnerships for this new technology and their involvement has
yielded a significantly improved result. They act as part of the team and
are exceptionally well received, internally and externally. I can personally
attest that every interaction I have had with Paul has been of the highest
professional quality and value. I highly recommend NaviGo Global as a
technology partner."
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