2044 Obeck Crescent BILL MARCHINGTON Mississauga ON L5H 3L7 Cell: 416-899-9612 [email protected]
REFERENCES:
BUSINESS:
Herve Vincent, Rogers Communications Inc. 416-935-2798 (Office) Sr. Director – Continuous Process Improvement [email protected]
Stuart Becker, Rogers Communications Inc. 416-935-6746 (Office) Manager – Process Engineering [email protected]
Shahzad Dogar, Rogers Communications Inc. 416-935-8191 (Office) Manager – New Product Introduction [email protected]
Brett Sinclair, Rogers Communications Inc. 416-935-3351 (Office) Project Leader – New Product Introduction [email protected]
Robert Chouinard, Rogers Communications Inc. 416-356-2478 (C) 2nd Level Technical Support - Rogers Hi-Speed Internet Compucentre, Rexdale. Former Assistant Manager [email protected]
John Triassi, Rogers Communications Inc. 647-747-1367 (Office) Manager – Platform Wireless Access Networks Compucentre, Rexdale. Former Assistant Manager [email protected]
PERSONAL:
Carl Daniel, Ontario Power Generation 905-839-1151 X5064 (Office) Sr. Manager Plant Design 416-528-1837 (C) Pickering A
Doug Hill, Compucentre Bramalea 705-526-6404 (H) Former Franchise Owner 705-818-6153 (C) William Marchington References: 2 of 3 pages.
-----Original Message----- From: Edward Rogers Sent: Monday, March 10, 2008 11:58 PM Subject: RE: Terayon retirement completed
Vic -
A fabulous achievement by the team - congratulations to all! I had personally expected a lot more customer loses than we saw. The fact we did not lose many customers in a testament to the superb way this was implemented.
Edward From: Vic Pollen Sent: Mon 3/10/2008 12:38 PM Subject: RE: Terayon retirement completed
174,000 Terayon modems swapped on time, and below budget.
I'm constantly amazed by what some of our employees can do when challenged with an almost impossible task. In this case Brett Sinclair and Bill Marchington were not only asked to retire the Terayon technology in a relatively ambitious timeframe, but they were also asked to ensure we didn't lose a single customer as a result of the process. On February 29th, we achieved this important milestone for our cable Internet platform and shut down the last of the proprietary Terayon modems. We've retired technologies before but never on this scale - well done guys!
For those who have forgotten, the Modem Upgrade program started in January 2007 with 174,000 remaining Terayon modems. Through a tested and refined customer communication program (with only 2% requiring a dedicated truck roll) the number was reduced to 22,500 by the beginning of 2008. In mid January we began a staggered shut down process that lasted until end of February.
Throughout the program and during the last phase of the program in particular, we tracked the customer churn number and it never exceeded the churn for the base in any significant way. And there were no noted escalations to the Office of the President.
Although Brett and Bill did much of the heavy lifting, there were outstanding contributions from others that I'd like to acknowledge as well:
Chris Botticella and Lisa Blanchet who contributed to a great partnership between Cable and Video with around 140,000 modems replaced in our integrated retail stores. The logistics teams under Bill Horrocks who ensured stores were well stocked with modems and courier orders were fulfilled. The Tier 2/EUA technical support teams along with Alan Asselstine, Crystal Giles, Curtis Buchner, and Tim Sutherland who provided critical assistance with the shutdown portion of the swap. The IT Provisioning Applications group -- Dane Young, Aaron Liu, and Leah Cohen -- who assisted with the scripted shutdown of the Terayon modems. The CBU Field Technicians who supported the First Time Right program and ensured that customers were upgraded to DOCSIS during all service and installation truck rolls. The finance teams under Liz Koehler who helped track the costs and made sure the bills were paid.
From the category of "what have you done for me lately" we've quickly shifted gears and are asking the team to complete the DOCSIS 1.1 and SA 2000 retirement programs but I thought it was important to recognize the efforts that went into the successful completion of the Terayon swap. Thanks again to all those who made this happen.
Vic Pollen Vice President - Customer Operations William Marchington References: 3 of 3 pages.