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Service Delivery Program

companyIET Service Delivery Program (SDP) is established to improve services to customers through better communication between teams and our dear customers. The aim of the program is to provide better information and communication tools for projects, while protecting the customer's privacy. The development phase of the program is now complete and an implementation team will continue to support this aim. The policies and procedures will assist staff and management through the change process towards our goal of improving service delivery to customers across the services sector.

It is the policy of our company that the function of Quality, Environmental and Safety Management exists in each function to the degree necessary to ensure that Interactive Group as a whole will strive to business excellence through the following objectives


Challenge

The 's customer deal is always based on trust in the services, conveniently completed projects and broad technology choice. Excellent customer service and advice is one of the key retail levers the team uses to implement strategy. The challenge was to identify and understand those steps in the customer service delivery process, where promises can be delivered directly and where customer value equity can be enhanced.


Approach

Teams analyzed how the 's various polices impact on our Services delivery experiences of each of the target project team to explore how different service processes and project staff behaviors could contribute to building value equity. Service delivery program was designed to deliver the following specific business benefits.

  • Complete Survey and System Design Facilities including Geo Tech Surveys & Analysis, if required.
  • IET offers complete outside plant planning, designing, evaluation and installation services
  • Construction, Cable laying, Splicing & Jointing
  • Termination, Fault identification, Location process and Testing Facilities in accordance with established procedures.
  • Installation, operation and maintenance services
  • Construction of all related civil works

services delivery teams have created a range of scenarios that our teams could enact to assess our services quality & performance during project implementation process. Questionnaire design is based on various projects completion experience, which revealed a range of different "service agreements" that we undertake according to customers' needs and demands. Assessment scores were weighted based on the importance rankings given by our customers to different aspects of the services processes.

Outcome

Based on the projects implementation knowledge available from specialist staffs, our all divisions are able to identify opportunities to improve both relative and absolute performance in the customer services processed. Our project reporting system enabled a suite of reports to be published, each targeted at the specific information needs of individual readers, thereby ensuring that information about required actions was cascaded throughout the project implementation plan. Of special importance was the finding that, although staff is aware of customer needs around them, this awareness is not being translated into proactive sales-oriented behaviors. Further analysis revealed that staff is generally reluctant to engage with customers and that this impacted the take-up of opportunities to link-sell.

Without these processes, the other IT processes cannot operate efficiently, nor can they be managed according to measurable service levels.

Providing Service Agreements , Information & Coordination

The services delivery Program resides in the center of the project implementation plan and business development strategy because all other process & polices revolve around this program. This program serves as a hub in several ways:

  • Service-level management provides valuable service information to polices and our customers.
  • Change management (or production change control) and configuration management provide our IT environment with stability, which is required by all of the other processes.

Without these processes, the other IT processes cannot operate efficiently, nor can they be managed according to measurable service levels.

Service Level Managment

Service-level management allows us to define, negotiate, monitor, report, and control customer-specific service levels within predefined standard service parameters. With a detailed service specification at your disposal, the service-level management process can determine measurable, attainable service-level objectives for potential customers - and enable us to commit to meaningful SLAs. Both services planning and service-level management processes are dependent on the results of and interactions with other related IT processes.


Change Managment

Change management helps ensure that our organization uses standard methods and procedures for handling all project implementation changes in order to minimize the impact of change-related problems on our services quality. This process logs all significant changes to the enterprise environment, coordinates change-related work orders, prioritizes change requests, authorizes new changes, schedules resources, and assesses the risk and impact of all changes to the project implementation environment. As processes are performed, they inevitably impact the project. Change management is the single project implementation process that regulates these changes and, as a result, plays a vital role in reducing infrastructure instability.

Configuration Managment

Configuration management plan centrally registers, tracks, and reports on each of your network infrastructure components - known as configuration items (CI) - under configuration control. The process involves identifying CI attributes, CI status, and their relationships. This data is stored in documents under the Configuration Management plan. Any other network process that affects the infrastructure must interact with this process. This process is not the same as standard asset management. Configuration management is distinct from corporate asset management because it focuses exclusively on the network infrastructure and allows interrogation of infrastructure data based on configurations.

Manage your Network Like a Business

Today, when business success depends on a well-run network infrastructure, your ability to manage communication services is being put to the highest test. We must deliver maximum value while tightly controlling costs.

Transforming your Network Operations.

Services professionals can help you choose the right mix of powerful solutions and transform the way your organization delivers communication services. Our approach to this program leverages:

  • Significant experience and expertise
  • Network-based best practices that promote communication effectiveness and efficiency
  • Network Configuration & Management solutions to more effectively manage and measure the entire infrastructure

Services delivery program. Our program can help you better align IT with business goals, design and deploy IT services to support those goals, and enhance network operations to deliver high-quality services.

Service Delivery Team

Services delivery team organogram and teaming hierarchy depends upon the project scope, time lines and provides the relevant documentation before the project initiation.