Streamlining technology in our lives is a good thing! Find out how Anne Cesarone's project increased router order lead time by 11 days, decreased process time for programming routers by 70% and reduced incorrect router installations by 60% for Call One, Inc.

1. CALL ONE ROUTER INSTALLATION
PROCESS IMPROVEMENT PROJECT

3. KEY WORDS
• Carrier circuits: A physical circuit, ordered by Call One, brought into a building by a
Telecommunications carrier, and terminated in the customer’s server room
• Customers: A business, municipality or school whom has signed a contract with Call One
• Router Configuration: The act of a Network Engineer gathering customer specific data and
programming the router with the necessary configuration
• Router installation: The act of a Field Technician installing the router at a customer site,
including rack mounting, turning on and testing
• Router Order Lead Time: Total cycle time from the moment the router order is received at
Call One to the moment that the router is in the engineer’s hands for programming
• Provisioning Department: A department at Call One which places the circuit orders, on
behalf of the customer, with the carrier

6. Key Take Away: The scope of this project starts from the point of the customer signing a contract for a new
circuit and router to the successful installation of the circuit and router at the customer site.

7. Key Take Away: There are a few NVA process steps that include significant wait time, which could be leading to
increased cycle time.

8. Key Take Away: Data collection was made over a one month period, by multiple department staff.

9. Key Take Away:
The baseline
data shows that
there are many
installations in a
month which
required either
extra time on
site to re-work,
or a follow-up
visit to complete
the needed
changes.

13. 11/14/17SAMPLE FOOTER TEXT 13
HYPOTHESISCONFIRMATIONS
Key Take Away: Data shows that the routers are being ordered with only 2.12 days lead time, which leads to errors in
programming, and little time to test before they are sent into the field. It also shows that the engineers are taking 29 minutes
on average to configure each router.

14. Key Take Away: Options #1 and #4 aren’t options, as they are considered outside of the scope. The
team will order the routers earlier in the process, during the design phase of the order. They also created
a programming template to load onto the routers.

15. Before & After Time Data
Router Order Lead Time – Before and After
Router Configuration Time – Before and After
Key Take Away:
Implemented solutions
significantly
decreased router
configuration time
and increased the
Router Ordering
Lead Time

16. Before & After
Swimlane Process Map
TIME
TIME
Key Take Away: By making some
activities concurrent, including the
router ordering, we decreased the
wait time and the overall cycle time.

17. RISK MANAGEMENT
Key Take Away: Ordering routers earlier in the process, having router types verified, testing all routers
before dispatch and building router configuration templates will lower the risk of re-works and re-
scheduling of router installations.

18. MONITORING & RESPONSE PLAN
Key Take Away: The monitoring plan factors in both the leading indicators of router programming accuracy
and order lead time along with the project “Y” of Installation Time.

19. INNOVATION TRANSFER OPPORTUNITIES
Key Take Away: All of these improvements could be immediately transferred to other Call One
Operations Departments which order and install hardware.

20. Key Take Away: The Implementation Plan will include will include a few process changes, but will effect much of
the outputs.
APPENDIX SLIDE 1

21. APPENDIX SLIDE 2