EOD: 22nd July

‎23-07-2009

Hello, and welcome to the Wednesday EOD! First up, Ali talking about his new role in Business Improvement

Hi there from the Business Improvement team here at Plusnet. I've recently moved into this small department from our development department - and I am just finding my feet. My job as BI Manager is to start looking at various customer service centre-related systems and processes and work out where we can make improvements. Some of the improvements will save us time and money, and might do away with unnecessary administration for example, and some of the improvements will deliver a smoother, faster and better customer experience. I've already got three projects on the go at the moment, all of which I'll tell you a little more about in the coming weeks. Until then, wish me luck in learning about our biggest and fast-paced department - our Customer Service Centre!

Next up, Nick from the Web Team

If ever you can sense a vibe of concentration and hard work coming from people in a room, well I think today I've felt it on the Dev floor. There's been lots of beavering away. So, what have we been looking at today then? Well Phil says he's been working on 'stuff' - mainly concerning a new sign up page. Nice. Gary has been in a moaning mood today but has also managed to fit in designing a number of templates, along with Sam. (Sam has been designing too...not Gary has re-designed Sam!). Jonny has been off and away in various meetings all day and lastly I've been working on updating a number of support pages and emails. Anything else? Oh how could I forget?! We've all been getting to grips with our brand new revision control system. We've just been let loose on this new toy and we're starting to find our way around and see how it differs from our last system. I think the general opinion from our guys is that it's a big improvement. It's a bit of a learning curve, but it's all good! ta ta for now.

and finally, Paul from the Faults Team

Lo All! It's me again! Thanks again for reading. Not much has changed here on the faults team since my last update. It's still busy but we are working hard as usual to keep things well under control. In a change from last week, today saw Rich and Adheel in nice and early with smiles on their faces (maybe) ready to dish out the workloads to those of us to start a little later and who were perhaps a little smilier. Starting with myself, (it's my end of day so why shouldn't I go first). Today has seen me ploughing through the retest pool finding the odd easier issue to help get me through what has turned out to be a very long day! Early bird Rich spent the day running through our jeopardy tickets with Brad managing to get everything all up to dates. Brad spent a lot of time training folk as is his way this month but still got plenty of faults done too. The other early bird Adheel has had a day dealing with the 'Other' pools handling the phone and escalated faults with a great deal of class and charm and most likely putting everything right for every person he spoke to. That at least was his aim. Well, that and stretching out a 7-2 lead over Rich at pool. This week has seen the return of big Tony from his recent holiday and boy is he happy to be back! Another year older he finds himself working through the logged speed faults and 21CN faults with all the enthusiasm he had before his birthday! He has recently proven that he can crack a smile when Munky gave him a birthday cake but we are yet to see the smile today. Leading on nicely to Munky himself. He arrived in style on the scooter a little later than the rest of us at 11ish to enjoy a day dealing with logged no sync faults and speaking to BT. Not heard too much from him today but the works getting done so he must have his head down. Also in at 11 with Munky was Keith and Tom. Keith was joined by Alex gouging a huge dent in the number of CSC faults we currently have open while Tom focused on the logged intermittent faults ensuring that all bases were covered. That's it for the usual suspects. As for my fellow secondees, Craig is off for the day enjoying a deserved break and most likely wishing he was here with us and poor Lee has a virus, hopefully he will be all better by tomorrow. That' s about all for us here in the faults team. If you are free this evening I hope you have a good night, don't drink too much. That said, mine's a pint!

Get better soon Lee! Right, that's it from me.