1 Neil Taplin Demand & Capacity Planning Paves the Way for Fieldforce Efficiencies

Copyright © Arqiva Limited 2016 Company confidential2 Introduction Neil Taplin, Director of Operations, Arqiva I have been a Field Management professional for around 20 years and have held senior leadership roles across a number of sectors. Currently Director of Operations for Arqiva, one of the UK’s foremost communications infrastructure and media services companies. I have led national field service teams in some of the largest companies in the Telecoms (Virgin Media), Domestic Appliance (Indesit) and Automotive industries (Lex). My focus on transformation through people and technology has driven major change in these field and support operations.

Copyright © Arqiva Limited 2016 Company confidential3 Why? The general who wins the battle makes many calculations in his temple before the battle is fought …Sun Tzu “If I had eight hours to chop down a tree, I'd spend six hours sharpening my axe” -Abraham Lincoln

Copyright © Arqiva Limited 2016 Company confidential4 Demand planning is fun isn't it ? Demand planning is a multi-step operational supply chain management (SCM) process used to create reliable forecasts. Effective demand planning can guide users to improve the accuracy of revenue forecasts, align inventory levels with peaks and troughs in demand, and enhance profitability for a given channel or product. OR “The building blocks to ensure you can get the Right Technician, Right Place, Right Time, Right Skills, Right Tools, Right parts - to meet a specific need”

Copyright © Arqiva Limited 2016 Company confidential5 How can the principles of demand planning be applied ?  Resources  Types of work  Competencies  Skills 1) Demand  Historical trends  Demand patterns  Variables  Objectives & KPIs 2) Trends  Utilisation levels  Available capacity  Productivity  Levels of waste 3) Utilisation  Establish baseline  Test demand scenarios  Develop model  Create decision rules 4) Model  Refine forecasts  Develop strategic workforce plan  Build resulting opportunities  Systemise and repeat 5) Take Action

Copyright © Arqiva Limited 2016 Company confidential6 Example 1 – Virgin Media  Provider of Broadband, Telephony, Cable TV & Mobile  13 Million homes passed by fibre optic network  5 Million customer homes  1M trucked visits a year  5000 Technicians (In-house & 3 rd Party contractors)  £4.1 Billion revenue PA  Provider of Broadband, Telephony, Cable TV & Mobile  13 Million homes passed by fibre optic network  5 Million customer homes  1M trucked visits a year  5000 Technicians (In-house & 3 rd Party contractors)  £4.1 Billion revenue PA

Copyright © Arqiva Limited 2016 Company confidential7 Example 2 – Arqiva  Infrastructure and broadcast transmission for majority of UK Public sector TV & Radio  Long term contracts  3,000 TV & Radio Transmission sites nationally in UK & Northern Ireland  300 Field Engineers  Highly technical skillset including Tall mast climbing, Power Systems, Transmission Systems, Facilities management etc  High age demographic  Infrastructure and broadcast transmission for majority of UK Public sector TV & Radio  Long term contracts  3,000 TV & Radio Transmission sites nationally in UK & Northern Ireland  300 Field Engineers  Highly technical skillset including Tall mast climbing, Power Systems, Transmission Systems, Facilities management etc  High age demographic

Copyright © Arqiva Limited 2016 Company confidential8 Conclusions Getting the right shape Getting the right output Attracting the right people Right Sized Operational Workforce  Attracting and appointing the right staff  Performance managing existing talent Developing the right skills  Gap analysis against current workforce and future needs  Evaluation of capabilities, competencies and skills  Ensure alignment of objectives and KPIs to strategic goals  Design and deliver the right field operating model  Maximising workforce efficiency and effectiveness  Investing in enabling tools  Matching resource to demand

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