This includes process improvements using lean methodologies to drive a more efficient and effective response as well as workflow automation and orchestration to reduce the time to restore or, when available, self-heal the network. Every week, we review select outages to understand what happened, why it happened and how can we remediate fully to further harden and improve the performance of the network and the workflows engaged to deliver restoration.Īs a result, we regularly implement actions to harden the network. Learn and Adapt: Technician, Heal ThyselfĪt Lumen, we pride ourselves on being a learning organization that thrives with a transformational mindset. These tools also suggest Next Best Actions to our technicians and our customers to restore service. This work was also featured in a Fierce Telecom article with Ed Morche, president of Lumen’s Strategic Enterprise and Government Markets.īoth customers and our team members have access to these tools that provide visibility and analytics on outages, over-utilization, circuit status and other performance stats.
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