A study was carried out of the companies business operation and communication requirements, identifying the special requirements of providing the sales force with real time customer and pricing information. In conjunction with an audit of the existing system, a communication specification relating to the business requirements of a new head office for the UK Division of this Dutch conglomerate was prepared. Supplier responses, which included managed services, were evaluated and a communication partner identified.

Conducted as part of a specialist team, systems and voice network audits to assess requirements for developing the existing Customer Service Call Centre facilitates within Eastern Electricity, as an input into a strategic report addressing the major issues relating to Eastern Electricity using their communications infrastructure, as a platform for a public telephone service within East Anglia.

Investigated the inter-site voice and data requirements, then obtained solution from available vendors to recommend the most cost efficient available configuration.

Then, taking in to account the companies business plan, a series of options offering a variety of communication technologies were designed and developed. These options, of varying costs and using different technological approaches, were designed to improve efficiency and customer call handling procedures. Some required radical changes to business procedures. The report contained sufficient detail to allow the client to obtain vendor quotations and chose a suitable communications partner.

Assessed and analysed information flows within this organisation in order to identify key areas in which information systems could be used to add value. This resulted in recommendations involving the provision of new general office telephone systems, classified advertisements systems and a variety of lower level changes, all designed to radically improve efficiency.

Completed a detailed study of exiting installations for this Bristol based international company of solicitors and recommended a overall strategy, covering both voice and data, which was followed and implemented during the next five years

Provided technological input and specialist call centre expertise into a telecommunications project linking two site telephone systems with integrated ACD software. The issue of delivering PSTN calls using analogue and digital presentations with Call Line Identification and Computer Integration procedures was studied and recommendations made which offered business benefits.

Provided specialist expertise in call centre operation and incoming call management of the National Enquiry line and privileged customer group, to ensure service level agreements were met. A number of options were suggested, including a major re-configuration of the ACD platform and a significant system management training programme.

Provided technological input for tender responses for outscoring customer service functions on to managed call centre platforms, for major gas and electricity companies.

Member of an implementation team who designed, installed and commissioned on a greenfield site in Coventry, a new call centre dedicated to handling public application and bookings for the Theory Driving Test.

This prestigious and ground breaking project involved transferring the needs of a newly defined and still evolving business into an operational call centre with integrated data applications to meet a Government announced launch date. Management tasks undertaken during the six months from approval to opening included, preparing and issuing an Invitation to Tender, ACD Supplier adjudication and recommendation, organising and chairing supplier presentations, supplier liaison, project managing the installation and commissioning of an eighty position stand alone ACD with an associated Voice Messaging Service and site telephone system, for this public facing organisation, operating to tight Service Level Agreements.

Analysed a call centre operation serving a dealer network in order to resolve long standing technical system integration and telecommunications equipment servicing issues. Both client and supplier accepted the recommended resolution.

Audit of site communications system, which included ACD software, to ascertain if the existing configured parameters were best suited to meet existing business needs. Report submitted which consisted of recommendations to improve business efficiency using existing system and software.

After studying business needs of this mutually owned Wine Company, specified requirements for replacement customer premises equipment, complete with digital network services, ACD package for order office and voice messaging system for members information. Evaluated supplier selection and project managed upgrade of site communications from order to commissioning and conducted a post project review.

Specified and project managed a mutli-site installation, connected via a private network using a linked numbering scheme and managed with the aid of a Network Call Information Logger.

An integrated speech and data network was also designed but not implemented due a take over.

Project Management of inter network testing designed to highlight potential customer effecting interconnecting issues. A series of test calls, simulating most, types of customer calls were generated from all European nodes of the AT&T Unisource Communications System, through the network to local network nodes, located throughout France. This month long project was managed from AT&T's Paris location with the testing programme identifying technical support, customer affecting and interconnection problems, resulting in a recommendation to upgrade the French network before allowing chargeable customer calls over the interconnection.

Project managed the upgrading of new site telephone system, with associated bedroom cabling, messaging and billing systems at two different Central London hotels. Both projects included co-ordinating seamless system and digital services changeovers.

Undertook project management of a new telephone system installation including the complete re-cabling and interface with a front office computer system.

Undertook a communication system and operational procedure audit on Transax's Centrex based call centre application and world wide voice and data network, to establish whether managed services were best suited to Transax's business requirements. The recommendations made were overtaken by strategic requirements of a merger.

As part of a national communications review of the News Division, a series of site audits were conducted concerning customer facing telephone systems and procedures. Operational and business aspects were investigated.

Expert advise was provided to this Government Department concerning communication cabling aspects of a well established experimental and test site in Derbyshire, because of a long standing dispute with the telephone system maintenance contractor. Expertise was required to respond to the suppliers demands to increase the annual site maintenance charge.

The increase was due to a legacy situation caused when a new site telephone system had been connected to the existing cabling infrastructure many years previous. The cabling system, which was the main source of communications between a large number of buildings spread over hundreds of acres, had evolved over many years and contained a number of different, sometimes incompatible types of cable.

A compromise solution, which reflected the views of all parties were amicable, agreed and a future strategy accepted.

Designed and tutored, the telecommunications module of a weeks course held in the West Country in Business English for Deutsche Telekom International Account Managers organised by Alphatech Marketing. The module provides an overview of telecommunications in the UK from the days of liberation and privation of BT, opening of competition in networks and equipment, trends in trafficking and services, impact of regulations and licensing, the role of OFTEL.

An important part of the module allowed a group of delegates to present in English, a communications business case to the telecommunications manager from a UK based international company.

A specially designed course covering the management aspects of telecommunications networks, services and systems for graduate electronic engineers.

This course was designed and developed to give none technical people working in the heavily based technical telecommunications industry, an appreciation of the various technologies and systems used. Unravelling the jargon, in sufficient depth for them to understand the terms being used in their day to day work.

Organised and run, on behalf of TMA and in conjunction with local Chambers of Commerce, a series of national wide evening roadshows which discussed the business aspects of how PhOneDay would impact on local and regional organisations.