Accenture Communications Solutions

Network Operations
Workforce Transformation
Methods and tools that can raise the competency levels of technicians and mobile workers, and that help
companies develop and deploy the workforce in a cost-efficient manner.
Challenges and opportunities
The workforce is essential to delivering the
new services needed to stay competitive in
the communications industry. To achieve
high performance, communications
companies must transform their workforce
talent to perform in better and more
efficient ways. Companies must address
a variety of workforce inhibitors in their
organization structures and processes,
and also provide ongoing learning and
reskilling opportunities so that the field
workforce has the expertise needed to
provide competitive advantage. Failure to
address these areas can cause time-and
profit-sapping service delays, and lead to
excessive customer disaffection and churn.
Creating a competent workforce is a tough
challenge, especially for companies with
geographically dispersed talent. How can
a service provider help confirm that field
force personnel are capable and motivated
to do the right things? How can accurate
and timely information be delivered where
it is needed? How can the workforce
perform faster and more effectively with
fewer mistakes, always with an eye toward
delivering great customer service?
Part of the answer lies in giving field forces
innovative, continuous and accessible
training and tools to help them perform
tasks well, and to help them rapidly gain
the new knowledge and skills required
to make them highly efficient, nextgeneration
technicians.
How Accenture can help
Accenture’s workforce transformation
offering is a suite of methods, tools and
capabilities that can raise the competency
levels of technicians and mobile workers,
and can help companies develop and deploy
the workforce in a cost-efficient manner.
We help a company create an effective field
force operating model for its unique goals
and needs; develop an improved scheduling
and dispatch capability; and provide
innovative training and support tools for the
workforces involved.
Our distinctive capabilities and solutions
in workforce transformation include the
following:
Accenture Managed Field Force Service
This managed solution offers rich, end-toend
functionality with a predictable pertechnician-based
monthly cost. The service
offers pre-integrated capabilities and
26 Accenture Communications Solutions
applications for scheduling, dispatch and
operational rules that can be configured
to support the business and operational
priorities of each enterprise. This service
can help operators deliver the productivity
gains their field operation needs to achieve
high performance with faster deployment,
lower operational costs, increased
technician productivity and enhanced
customer satisfaction.
Accenture Workforce Management
Process and Training
This holistic approach can improve workforce
performance though process improvements
and training enhancements. Our solution
helps field organizations improve the
performance of their technicians and
their existing technology. Companies also
improve their ability to capture and transfer
knowledge to newer or less experienced
technicians, and then to support the
continuous learning necessary to keep up
with today’s rapidly changing technologies.
Accenture Learning Academies
Accenture Learning Academies help our
clients enable their critical workforces to
work in alignment with business strategies.
We provide training content (reusable,
custom and off-the-shelf content as
well as blended learning solutions) and a
training delivery infrastructure.
High performance delivered
Accenture is an industry leader in the field
of talent and organization performance. We
have worked with major providers all over
the world to improve the performance of
their workforces. For example, we helped
BT with a major workforce development
initiative when the company was looking
to move from a traditional communications
company to one focused on software and
services, with customer service acting as
the prime marketplace differentiator.
Accenture and BT worked together to
create an environment for continuous,
networked learning, enabling BT to achieve
its workforce transformation goals in
support of its new business strategy. Based
on Microsoft SharePoint, the solution uses
existing technologies and investments and
resulted in significant cost savings to BT that
can be redirected to other transformational
learning and business initiatives.
We also worked with Vodafone D2 to help
the company meet the organizational
challenges that had arisen based on the
company’s rapid growth in recent years.
A combination of strong organic and
acquisitive expansion had resulted in a
sustained period of “hyper-growth” during
which organizational challenges were
often managed by adding resources and
separate organizational units, rather than
engaging in a more fundamental redesign.
As the CTO organization grew over time,
its structure gradually moved out of an
optimal alignment with its core processes
and customers’ needs.
Vodafone D2 teamed with Accenture to
plan and implement a comprehensive
transformation program to redefine the
core organizational units, processes and
governance structure of the CTO area.
With Accenture’s help, Vodafone D2
transformed its CTO area into a streamlined
and agile organization aligned with its
business needs and operational goals.
CTO Helmut Hoffman illustrates this by
saying: “Together with Accenture we have
built an efficient and results-oriented
organization that enables us to manage
our services across all technology layers
and is fully focused on our internal and
external customers. This new organization
prepares us for the future and enables us
to reduce time-to-market and costs while
further increasing transparency, quality and
customer satisfaction.”
Why Accenture
Accenture is a global leader in workforce
transformation and has completed more
than 100 workforce engagements around
the world and across all industries. Our
experience in field workforce diagnostics
has helped us develop a market-tested
methodology to complete workforce
assessments. We have innovative assets
such as predefined benchmarking tools,
key performance indicators, capability
frameworks, process models and a business
case methodology.
Accenture has strong relationships with
field force software and device vendors.
Our market-tested solutions include an
end-to-end architecture with supporting
applications, numerous mobile solutions, and
e-learning and training simulation solutions.