Portfolio of work with Telstra
Telstra are a huge organisation with amazing data. Being in a tech industry, they are very open to change and new tools and techniques.
The focus on the customer experience was at the centre of everyting we did - hardly a meeting went by where it wasn’t mentioned.
Below is a summary of some the work I was involved with during by time with there.
Call Centre KPI Correlation
- Investigation in to the KPIs used to incentivise staff
- Are the KPIs correlated? Could they be rationalized and simplified without sacrificing effectiveness?
- Tool: Python, statistical analysis
ADSL Customer Satisfaction
- Investigation into metro and rural ADSL customer satisfaction
- Counterintuitive results appeared to be related to customer expectation
- Tool: Python, statistical analysis
Relationship Between NPS and Cycle-Time
- Cycle-time is the time it takes from an activation or assurance episode to be completed
- We established that assurance and activation NPS have different cycle-time-dependence
- Tools: Pyhton, statistical analysis
Plan Rationalization Studey
- Do legacy mobile and internet plans have a greater assurance workload associated with them?
- Is the business case to rationalize the plans them supported?
- Tools: Python, statistical analysis
Review of Contractor’s “Blended” Trial Analysis
- An analysis of the impacts of a new operating model was conducted by the contractor porosing the model
- We conducted a review of the analyis conducted by the contractor
- Ultimately, we concluded that the trial did not achieve its aims
- Tool: Python, statistical analysis
Extreme Weather Analysis
- Can extreme weather events be foreseen and effectively mitigated through actions such as CT relocations?
- Study still under way when I departed Telstra
- Involved the use of publicly available data, and historical outage data
- Tools: Python
Program Effectiveness Evaluation - Network Remediation
- Analysis of effectiveness of network assurance programs (costing upwards of $200m)
- Communication of results to senior decision-makers
- Tools: Python, statistical analysis (black-spot fallacy)
Start-of-Day Appointment Compliance Trial
- Design and oversight of trial aimed at understanding which measures are effictive in improving start-of-day appointment compliance
- In a limited-scale trial, we discovered the effectiveness of various measures
- Findings helped design which measures would be taken forward
- Tools: trial design, analysis of results
Regional Efficiency
- Is there variation in the efficiency of various regions at completing certain tasks?
- Can this understanding be used to drive efficiency going forward?
- Tools: Python, statistical analysis
Field Demand Variability
- How large is the demand variability across regions?
- Is this enough to explain shortfalls in supply?
- Work was ongoing when I departed Telstra
- Tools: Python, statistical analysis
Field Service Delivery (FSD) Budget Analysis
- Root cause analysis of FSD budget outcome
- Review of demand forecast and how it is applied to budget process
- Tools: desktop analysis
Fixed-Line Activation Cycle-Time v’s NPS
- Analysis of the impact of changes in cycle-time on NPS
- Communication of results to seniors
- Tool: Pyhton
Effectiveness of Exchange Remediation
- Analysis of the effectiveness of exchange remediation on reducing assurance demand
- Results were interesting, but statistically insignificant
- Tools: Python, statistical anlaysis
Technical presentations:
- Introduction to Jupyter
- NPS Parameter Estimation Techniques – overview of methods including normality assumption, bootstrapping and a “trinomial” model
- Introduced to Shiny (RStudio)