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Italian team cuts repair times
Thursday August 21st 2008. Posted: 15:20
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The team will compete in the next round of the Challenge Cup
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An award-winning team from Italy is helping BT Global Services to make cost savings by reducing the average time to repair faults.
The Fast and Furious team won the BT Global Services Mini Cup in July for its project to reduce lead time to repair. The team had found that BT people were often caught up in time-consuming searches for details when troubleshooting customer faults - leading to poor customer service. It developed a simple solution that provides results in seconds rather than the previous time of 15 minutes or more. Following its introduction, the target for faults closed following repair has risen from 76 per cent to 91 per cent. The project has also led to cost savings of €300,000 (£238,000) per year. When the solution is scaled up in Italy, it is expected to lead to cost savings of €850,000 (£673,000) during 2009. It is also earmarked for roll-out across Europe, where it could lead to cost savings on a similar scale. The savings so far have come from increased customer satisfaction in reducing the time to repair - leading to a reduction in penalties for service level agreement targets being missed. The Fast and Furious team will compete in the pan-BT Challenge Cup semi-finals next month.
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Last updated:
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