CASE # 10
TELSTRA
CORPORATION
The challenge was to
establish and lead the largest single whole-of-business program of work ever
undertaken by Telstra Corporation Limited and certainly the largest project of
its kind within Australia. This involved addressing Telstra Year 2000
requirements across the whole corporation (domestic and international) enabling
the company to manage its business operations with minimal risk and financial
impact for itself and its customers during critical transition periods. This
large-scale project, involved over 7,500 suppliers and the management of 240
staff and contractors. It required a no fail solution and world-class change
management processes in order to achieve success. The solution included obtaining
corporate recognition of the issue and securing required funding and Business
Unit resources, development of a global strategy with a leadership role in Asia
Pacific, working closely with key customers to ensure their requirements were
met, regular progress reports to customers to instill confidence in compliance,
development of robust testing methodologies which were also used as a model/benchmark
internationally, instituting governance and reporting processes from the board
down, ground breaking risk assessment management and business continuity
planning and implementation, strategically influencing domestic and international
organizations such as telecommunication governing bodies, government agencies
and unions to take prompt action on the Year 2000 issue. The project was
incredibly successful, achieving the following outcomes such as a successful
seamless transition with minimal disruption to business operations and no
adverse financial or customer service impact, recognition for the leadership
position established in Australia and the Asia Pacific, adoption of real time
reporting of service faults and status updates as a routine part of Telstra
service, an Australian first in strategic communication and dissemination of
real-time information regarding the performance status of products and services
via the internet, and adoption by the international industry body of the model
implemented by the Telstra as a model by other Telcos and governments.