Telecom Firm Nationwide Rollout

A major telecom product firm faced a significant challenge during the nationwide rollout of new retail stores in hundreds of cities.

These stores were central to the company’s growth strategy, aimed at showcasing their latest technology and enhancing customer engagement. However, the project encountered serious delays, rising costs, and growing frustration. Key milestones were consistently missed, jeopardizing the rollout’s success.

The firm identified the technology deployment process as a major contributor to the delays and brought us in to take a look. Our task was to assess the situation, pinpoint root causes, and suggest and test solutions to stabilize the project and improve outcomes.

The rollout required precise coordination between multiple phases: site construction, installation of wiring and power, Internet connectivity setup, and deployment of IT equipment followed by final testing. It looked good on paper, but what we observed in the actual deployments was that delays in one area often created cascading issues elsewhere. Late construction, wiring problems, or damaged shipments resulted in further setbacks, compounding costs and causing schedule overruns.

We identified that the workflow itself was a core issue. It was too rigid to adapt to inevitable challenges, and solving the immediate problems required making the overall process more resilient and flexible.

To address this, we collaborated with stakeholders from project management, construction, technology, logistics, and support to reevaluate and adjust the workflow. Together, we focused on breaking dependencies where possible and overlapping activities to reduce delays. For example, Internet connections could be installed and tested earlier in the process, even before interior construction was completed, to address connectivity issues sooner.

Equipment delivery was also restructured. Instead of shipping pre-assembled technology directly to stores when they were ready, equipment was staged closer to deployment sites at contractors’ locations. This allowed inspections, testing, and replacements to occur in advance, reducing the risk of delays due to damaged or missing components.

A more proactive risk management plan was introduced. Teams were trained to anticipate potential challenges and implement clear protocols for handling issues, such as pre-testing low-voltage wiring systems as soon as they were completed rather than just before equipment arrived onsite. Communication across all teams was improved, enabling real-time updates and better coordination to address problems as they arose.

These adjustments brought notable improvements. The rollout resumed with a more agile approach, reducing delays and keeping costs under control. Within 30 days, the project was back on track, with nearly all stores opening on schedule and under budget. Delays were limited to just a small percentage of locations.

This experience underscored the importance of flexibility and collaboration in managing complex projects. By rethinking workflows, addressing risks early, and improving communication, the project was successfully turned around, setting a foundation for smoother operations in the future.