When Andrew ran the Metaswitch Operations team we reduced the number of tickets raised against shipping quality by 80% over a 3 year period – and most of that improvement can be attributed to the way we used the “5 Whys” investigative approach to deeply understand and resolve each problem we encountered.
This service consists of two parts.
1. The Kick-Start Package
- We’ll run a 60-minute training session for your NOC team to explain the concepts, and the potential benefits of this approach.
- If you provide us with access to your ticketing system we’ll review the last 100 trouble tickets to search for common themes, and will produce a short report on the outcome with some recommendations.
- We’ll hold a 90-minute team meeting where we’ll discuss the ticket system review and will work through some of the key tickets as case studies to better understand the root cause (because the team will be able to provide much better in-depth insight than we can). At the end of this meeting we’ll have some agreed actions related to those tickets and the team will have a pretty good idea of how 5 Whys works in practice.
Andrew’s technical knowledge of complex soft-switching networks, operations insights and troubleshooting skills have helped us drastically improve our network…
Andrew also understands the people aspect of our business and is very skilled in coming along side our existing staff and raising their skill level.
Director of Sales & Service – ReInvent Telecom
2. The 5 Whys Czar Package
For a recurring monthly fee we’ll work with your team to review new tickets as they come in and ask the right questions of the right people so we can find the true root cause and implement corrective actions where appropriate. Your team would be responsible for implementing any corrective actions – this role guides the team in the 5 Whys process on an ongoing basis.
Monthly fee: $2,500 (for a maximum of 100 tickets/month).