Case Study 
Product Delivery Governance Framework

Collagis supported a prominent Australian Telecommunications company to set up an end to end Product Delivery Excellence and Governance framework to sit across all pillars of the organisation. 

BRIEF 

Provide a seasoned Program Manager to: 

• Produce a framework to address some immediate product issues.
• Address fragmented ownership by piloting a remediation approach across a sample of products that have been identified. 
• Co-ordinate input and facilitate sessions at an executive forum.
• Assist Director to ensure measurable successful outcomes were achieved.

CHALLENGES 

• Products launched with varying levels of agreement for ongoing support and operation processes. 
• Originally intended product SLAs/OLAs (tied to pricing and customer expectation) were often not maintained and contributed to poor customer experiences (long cycle times, backlogs and SLA breaches). 
• No formal and consistent model for monitoring and governing operational performance of products in market (E.g. defect management and capacity planning)
• Product managers reactively respond to customer challenges and issues with their products which are escalated by sales and Operations team. 

SOLUTION

Provide a cross-functional working group to validate the identified root causes of key product issues and to explore options and provide recommendations. 

Collect data from multiple sources (including customer direct feedback) to validate and provide a holistic view of the health of the product. 

Implemented an ongoing executive forum to ensure executive support for remediation actions for immediate issues as well as implementing longer term cultural shifts. 

RESULTS 

• Reduction of escalations to executive team and improvement to customer experience with product. 
• Earlier identification of products with issues (as opposed to waiting for customer escalations).
• Product issue identification based on actual data instead of people's perceptions or beliefs resulting in issues being remediated quickly and more thoroughly.