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Romtelecom: BT Field Force Automation helps Romtelecom improve productivity and safety of engineers
Romtelecom is the leading fixed telephony operator in Romania, with around 70% of the market. In addition to traditional voice services, Romtelecom now supplies a range of broadband Internet, data and satellite TV services. Following Romania’s accession to the European Union in 2007, the company has undergone a major transformation in recent years to enable it to successfully meet the challenges of a more competitive telecommunications market.
We chose BT because not only could it demonstrate experience of similar work with other customers but it also had direct experience of similar issues in its own organisation; such real life, practitioner experience was very important to us, adding significant value and proving to be key to the final success of this major project.”
- Octavian Cretu, Director of Operations, Romtelecom
Under the banner of ‘Enjoy Life’, Romtelecom has expanded its consumer portfolio to include broadband Internet and digital TV services; its strategic intent is to be the best electronic entertainer on the market in Romania for the residential sector.
It has also invested in customer care through its ‘Customer 1st’ programme and in 2008 was in the top 10% of fixed telephony European operators for residential customer satisfaction.
Romtelecom also aims to become a major ICT supplier to businesses in Romania, for whom it has developed a range of IT and networking services, including the most secure data hosting centre in the country.
Romtelecom is the only Romanian company to obtain both Gold and Master Managed Services certification from Cisco Systems, testament to the quality of service it delivers across a complex portfolio of solutions and premium services.
Romtelecom is owned 54.01% by the Greek telecom provider OTE, and 45.99% by the Romanian state. In 2009 it had revenues of €807.7 million1 and employs around 10 000 people.
Before joining the EU, Romania's telecoms market underwent significant structural reform and is today a highly competitive landscape with as many as 800 competitors nationwide.
“In such a fiercely competitive market, the challenge for Romtelecom”, says Chief Operating Officer Ioan Botis, “is to meet our customers’ ever higher expectations of service at the same time as improving our internal efficiencies and productivity. We are continually looking at how we can optimise our operations, while ensuring we comply at all times with local regulation and European legislation.”
Romtelecom had identified a specific operational area where there was scope to reduce costs through better deployment of engineers working in the field. In the same area, it also wanted to accelerate compliance with EU health and safety legislation.
In 2010, Romtelecom appointed BT to help it improve the productivity and working practices of its field engineering operations - perhaps the most important change project undertaken by Romtelecom for 10 years.
BT drew upon acknowledged practitioner expertise and engaged the BT Field Force Automation team to lead the project.
A team of BT consultants with expertise in field process and field force automation worked closely with Romtelecom’s operations with a view to designing and implementing safer working practices overall, and solutions for specific local issues.
The BT team were hands-on in their research, shadowing field engineers; carrying equipment and climbing ladders in order to fully evaluate and understand exactly what was required of Romtelecom’s employees working at heights.
Combining this practical understanding with their industry knowledge and experience, the BT Field Force Automation consultants then designed and documented new processes and recommended tools and equipment that would provide a more secure environment for Romtelecom engineers.
With the help of interpreters, they delivered nine training sessions to Romtelecom engineers to introduce and promote the new, safer ways of working.
Engineers gave very positive feedback from the training course. The BT consultants also helped in the making of a new safety video.
Says Octavian Cretu: “The high level of practical experience and expertise provided by the BT project team was appreciated by us all.Because they acquired such a good understanding of both local requirements and technical nuances, they could adapt the solutions and still ensure we achieved the required results.In addition, the BT team respected deadlines, proactively monitored project status and adopted a friendly and open approach with the wider transformation team.”
BT was able to redesign Romtelecom’s field engineering practice so that only one engineer was required for jobs where previously two would have been allocated, enabling Romtelecom to reduce its field workforce by around 25%.
New processes, tools and equipment meant that Romtelecom was able to comply with its duty of care towards employees, and ensure much safer working for engineers in the field.
Union representatives were among those attending the training courses and a third source of value for the organisation was an immediate improvement in labour relations, as a result of introducing new ways of working.
The high level of practical experience and expertise provided by the BT project team was appreciated by us all. Because they acquired such a good understanding of both local requirements and technical nuances, they could adapt the solutions and still ensuring we achieved the required results. In addition, the BT team respected deadlines, proactively monitored project status and adopted a friendly and open approach with the wider transformation team.”
- Octavian Cretu, Director of Operations, Romtelecom
Core BT Services
BT Field Force Automation Consultancy, including:
- Design & Development of new working practices
- Recommendation & approval of new tools and equipment
- Documentation of new processes
- Production & Delivery of training courses and training video
BT Advise for Communications is a management consultancy specializing in the global telecommunications sector. Our customers include fixed line and mobile telecom operators, as well as internet service providers.
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