Elmatador,
More grist for your "ADSL is Dead" thread:
totaltele.com
Network Infrastructure
BT admits ADSL rollout problems
By Simon Marshall, Total Telecom
02 November 2000
BT has acknowledged having technical and order processing difficulties with its national ADSL
rollout, and said it will speed up its programme to connect up to 80,000 customers by March 2001
from the current 14,000 connected so far.
President of broadband at BT Steve Andrews said the incumbent had met its commitment to have
619 local exchanges upgraded by October to handle the high-speed Internet access service, but
increase in demand has slowed speeds.
"Volume demand began only in September, and we have experienced some difficulties [in meeting
it]," he admitted. "Our challenge now is throughput, and our area of focus for improvements are
processes, IT systems and reinforcing operational support for our field engineers carrying out
end-user installations."
BT has hired extra DSL consultants and claims it will track and identify the cause of each and every
customer technical problem en route to "sustainable improvements, rather than 'quick fixes' that may
cause further problems."
It will also speed up order handling, and will work with U.S.-based Telcordia Technologies to develop
an Operational Support System to do this by December 2001.
"The early implementation of consumer and small-business broadband services, both cable and
DSL-based, has been difficult for every operator that has tried it, regardless of country," explained
Ernie Gallo, the consultancy's senior director.
This does not explain, however, why BT has built customer expectation through its BTopenworld
offering if it knew problems were ahead.
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Hmmm, I think I've got an answer, and it's got more to do with expectation management than network management.....
-Ray |
