Improving the Incident and Work Order Processes

45:07Recorded on 10 June 2016 at TU Eindhoven

Carmen Lasa Gómez(Telefónica, Spain)

Due to Carmen and her team at Telefónica, the percentage of work orders that are out of window could be decreased from 62% to 5% within just one year.


Carmen Lasa Gómez works at the Spanish telecommunications company Telefónica. Carmen’s team defines the analytics strategy of the “Delivery Operations & Deployment” area. They also provide analytic capabilities to execute the defined strategy and advice to other units in the Company.

She analyzed incidents and work orders (planned disruptions to install new software releases, bug fixes or new equipment) from different service areas. One of the problems they found is that a high percentage of work orders was performed outside the scheduled window. Due to their analysis, the percentage of work orders that are out of window could be decreased from 62% on April 2015 to 5% on April 2016.

Service managers from different areas are now asking Carmen’s group to analyse their services as well. One service manager, Sara Gómez Iglesias, concluded Carmen’s talk by sharing her experience with a recent process mining project in her area.

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