ASIA the real prize : enabling the business . Not fighting fires allowed InterOil to get to the starting line . Next was to design services , set service levels , and implement an ITIL-based service delivery model that would operate in the back of house . IT solutions company Empired was chosen on a number of winning criteria , and overall represented the best fit for the size of the organisation .
“ In front of the customer , there were many places where our service levels were failing ,” admits Carvell . “ Sometimes due to the language we used , sometimes due to our lack of humility , and in large part due to a mismatch of what we provided compared to what the business needed . One example was the need for 24 / 7 support , but most important was the overwhelming request to talk to a person .
“ At the time it seemed revolutionary – building a customer service delivery model that is humanistic , understands the business , oversees the engagement end to end , is placed onsite , and is next to the customer . Each of these requirements was built into a delivery model for the front of house internal team called ‘ wantoks ’ in Tok Pisin , Papua New Guinea ( PNG ), meaning literally ‘ one talk ’ but culturally meaning a person close to you , to whom you give complete loyalty and with whom you share common values . The team came up with the name as a way of explaining the newly positioned support team on the ground ; it was a winner .”
To implement a complete service delivery model required building strong links between the various outsourced service delivery partners and the internal team , between the IM function and the business , and ensuring the wantoks were fully trained in their new role . To implement this service delivery framework , project management consultancy PM Partners ran a dedicated program .
In order to deliver rapid resolution of technical issues when they arose , it was necessary to have in place access to on-the-ground engineers as dedicated resolver groups . Onsite in the field , at small and large logistics bases and in the office locations , the wantoks were supplemented by onsite infrastructure management resources . In Singapore , Empired provided this support while in PNG , Allcom MCR was chosen as the
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