Electrical Business

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Sunrise Telecom survey finds Communication Service Providers in need of productivity improvements


March 1, 2011
By Alyssa Dalton

March 1, 2011

Sunrise Telecom has unveiled its market research results about the state
of productivity in field operations which it explained as showing a
need for raising productivity in the industry, as 48 percent of
respondents revealed that productivity improvement initiatives are
lacking, and that methods to measure and track productivity are
insufficient.

The Sunrise Telecom-sponsored survey, polling Communication Service Provider (CSP) decision-makers, highlights the importance of improving productivity across field operations to increase subscriber satisfaction and retention, reduce costs, and create competitive advantage.

According to the survey, CSPs acknowledge a strong link between field productivity and subscriber satisfaction and retention. While 100 percent of survey participants confirm the importance of subscriber satisfaction and retention, 81 percent of them also state that improving field productivity is very or extremely important to their organization.

"The findings reveal a dire need for raising productivity in the industry, particularly in field operations," said Bahaa Moukadam, Sunrise Telecom CEO. "As a leader in the test and measurement industry, Sunrise Telecom continues to innovate in product solutions that increase productivity in field operations. The survey results provide a strong validation of our relentless focus on helping our customers raise the productivity of their workforce, reduce their costs and retain more of their customers."

While the survey highlights CSPs understanding of the value behind raising productivity to achieve both subscriber and business success, it also reveals that the industry is lacking in both the techniques and processes to improve productivity. Fifty percent of respondents said their organization has not implemented a productivity initiative for field operations within the last 12 months. In addition, 48 percent of participants said that productivity metrics in their organization are either non-existent or need vast improvement.  

As for the top two issues most impacting productivity in field operations, the survey identified them as 1) eliminating repeat service calls by getting them done right the first time, and (2) providing field staff with additional skills and training.