UPC Awards Case Study and Site Visit 2014: Planning end to end: unleashing potential

See what happened when planning was empowered to lead operational delivery, as part of an enterprise-wide collaboration, managing sales 83% above budget, with call rates 30% below.

When the new TV service was launched by UPC in the competitive Irish market, the need for success spurred learning and collaboration across departments and countries – at all levels. Empowered by the company’s leadership and culture, the resource planning team took the lead in all aspects of operational delivery – technicians, IVR/routing, calls, making boxes etc – for a better customer experience, delivering self-installation rates well above budget and fail rates a massive 70% below. The Operational Forum was a critical success factor and the end-to-end planning methodology – for cross-functional working and evaluation of the impact of changes – has now been adopted by other parts of the global group. Senior managers bought into and are kept regularly abreast of customer issues so KPIs across all functions can be aligned.


  • Sales 83% above forecast
  • Self install delivered 10% above plan
  • Horizon revenue (installations and rental) was 22% greater than
  • Call rate 30% below plan
  • Failure rate 70% below plan

Site Visit was on 18th Sept in Dublin

Attending Companies
123.ie, ADT, Airtricity, AXA, Bank of Ireland, Blizzard, DHL, DPD, eFlow, Fexco, Interactive Intelligence, Irish Water, KAL, New Ireland Assurance, PaddyPower, Wrendata and Zevas

Example Job Titles
Operations Manager, Resource Planner, Customer Strategy, Quality and Performance Specialist, Scheduling and Real Time Manager, Marketing Manager, Head of Operations Support

Key takeaways and learning

  • Many companies still face very similar challenges even though work in completely different company segments
  • Attrition is a hidden cost – need to work with partners such as HR to show the impact of this to the bottom line
  • When trying to change culture – constant and collaborative communication is key
  • When a company can work across company silos and work through the customer journey great things can happen
  • Importance of the planning team being engaged very early in a project can bring excellent results
Take a look at these articles, videos and links
2014 Innovation Awards Winners and Case Studies
Bridging the gap: five steps to success
Combining technology & culture change to transform field customer service
Look at some recent material on Enterprise and Field Planning
Planning Structures
Seventeen finalists announced for the 2014 awards


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