Vodafone New Zealand – Network Training

CommsLearning hands on training case study: Vodafone

Overview
Vodafone New Zealand are one of the key providers of mobile connectivity in New Zealand, but staying on top is an ever growing challenge. With competitors snapping at their heels, issues like quality of coverage, call drop outs and data connectivity speeds all affect a customers buying decision.

The Need
The Radio Network Optimisation Team were working to their limit, fine tuning both 2G, 3G and the new HSPA networks across New Zealand. Using the tools the way “on the job” training had taught them, there was no real “best practice” or appreciation from the Field Operations team of the best process to resolve issues in the shortest time and get the best from the network. Something better was needed.

Solution
CommsLearning, in association with ULearn, designed a 4 day hands on training program designed from the ground up using Vodafone network specific drive test data. Delivered by an expert in his field, the theory was reinforced with a large number of hands on exercises using the tools that the engineers were using every day (Actix). The environment stimulated open discussions on ways of improving their own network, and the attendees learned new ways of using the tools they already had more efficiently. They were also able to seek process clarification from their “hands on” instructor to back-up existing knowledge.

Benefits
Attendees learned new ways of looking at problems using the tools they already had, making them more efficient at locating and fixing issues. They gained new ideas on ways to approach problems and even came up with their own suggestions on how to improve their own network. An additional benefit was that an element of cross-training for Field Operations personnel occurred, giving them an appreciation of what’s involved and the processes used in Radio Optimisation, paving the way for closer working between the teams going forward. Ultimately, this short course produced 8 Network Consultants who were more effective and efficient, saving Vodafone NZ time and money and ultimately giving customers a better mobile experience with Vodafone.

“It was great that the Instructor was obviously hands-on, rather than a lecturer who hasn’t touched the kit in a while, and the exercises were valuable as they were developed from our own network data”

Verapol Glumglai – Radio Network Optimisation Team Manager.