The Context
In a high-pressure environment, a strategic partner for a major Telecommunications Operator (Telefónica account) needed to ensure total visibility over their service delivery. Managing over 500+ monthly incidents with high contractual stakes, the team required more than just data—they needed operational truth.
The Challenge: Data Blindness in High-Exigency Services
The service management team was facing a common “Information Paradox”: they had plenty of data but lacked the insights to prevent SLA breaches before they happened.
- Service Level Complexity: While basic diagnostics were hitting targets (96%), critical metrics like Time to Resolution (TTR) were lagging at 75%, risking contractual penalties.
- Data Integrity Issues: Inconsistencies in reporting sequences (Reported vs. Resolved dates) made audits difficult and threatened the “Voice of the Customer” transparency.
- Operational Friction: A high rate of reopened tickets indicated that issues were being “patched” rather than solved at the root cause.
The upkaizen Solution: Engineering Operational Clarity
We didn’t just build a dashboard; we engineered a Decision-Support System focused on three pillars:
- Automated Integrity Audits: We implemented a logical validation engine to identify timestamp inconsistencies, ensuring 100% accurate reporting for the end client.
- Advanced SLA Analytics: By breaking down performance by priority and group gestor (GMTU Operations), we highlighted exactly where the bottlenecks were—moving from “feeling” the delay to “locating” it.
- Root Cause Visibility: We shifted the focus toward Reopened Tickets and TTR deviations, providing the Service Manager with the ammunition needed for continuous improvement plans.
The Outcome & Lasting Value
This project proved that even in complex, legacy-heavy environments, Operational Excellence is achieved by asking the right questions of the data.
- Result: The team regained full control over their KPIs, transforming a “defensive” reporting culture into a proactive management model.
- The 2026 Perspective: Whether using advanced analytics in 2021 or AI-driven insights today, the principle remains the same: Technology is only as effective as the operational strategy behind it.
Do you identify with this case?
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