Epiplex500 at Work in Telecom - Situation at a Glance
One of the largest Telecom Company in the world is going through a period of decreasing revenues and reduced bottom line. It has responded by aggressively reducing the workforce and reducing IT budgets.
The company has a portfolio of mission critical legacy applications using 3270 emulation and windows
for access and application execution. Many of the applications are emulator based and some are
Windows based applications.
Approach
Implement a process improvement program by delivering a performance support solution that would leverage current systems and content, to maximize productivity, and to increase efficiency of their people for improved customer interactions.
Challenges and Objectives
The company was faced with the problem of training its people effectively and deploying a performance support solution. Currently
their training throughput is restricted, because they have to train technicians
on actual communication systems. While one batch is
being trained on the system, other batches cannot undergo training. The hardware equipments cost above a million dollars.
Key challenges that were faced:
Reducing the cost of parallel production systems for training.
Increasing the throughput of training. Present throughput is only 20-25 people per week.
Moving away from Instructor led training which is costly and not interactive.
Increasing the value of performance support tools to its people. Costs of errors is extremely high for example-a small mistake
by a technician may bring down communication in a complete locality. High penalties are imposed on the company by local
and federal agencies for such mishaps.
High costs of process and content resources.
Providing effective training and performance support despite the shrinking IT budgets.
Epiplex500 Solution
The implementation of an enterprise-wide process performance support solution was based on the following:
Development of process training content and deployment does not require using IT resources, programming and application
knowledge. Therefore, the Epiplex500 process capture solution provides the capability to the business person.
Use of Epiplex500 increased the throughput of their deployment by 30x, from 20-25 people to between 600-750 per week.
Review cycles are now more productive and management costs are dramatically reduced. Previously
review cycle and revised content used to be about 2-3 weeks. This was reduced the time between a to a zero turnaround time.
The revised content is posted within 24 hours.
Cost savings on purchase of expensive hardware for simulation. Annual savings of between $750K and $1.5M.
The use of Epiplex500 on the production system is done in real-time.
Simplified data collection and collation of content based on Epiplex500 ability to capture the process and the content in one model.
Training databases are not required. The company also saved $1.5M to $2M by avoiding the purchase of a training database
and maintenance.
Single source for both documentation and training material. Previously these two activities were done by separate departments and
used to involve lot of repetitive work. Now a single source with Epiplex500 produces all the content and output.
