Verizon Rollout Plan

To implement the recommended change I would use a 60 to 90 day time line. The reason that I am recommending a long timeline for rollout is due to the fact that Verizon has over 50 vendor office worldwide. All of these vendor offices have already received training on how to handle and care for Verizon customers so the majority of the training is already done. The main reason for a long period of time for the suggested change is to see how the change actually effects the business. While we did do our due diligence in the research section prior reaching the implementation phase we still need to be careful when making changes to processes involving the company. With the two to three month rollout plan we will be able to monitor the ticket resolution
time and to see if the process change is helping or hurting the business.
The first step would be to review all of the training regarding customer care and make sure that it is up to date. This should be able to be completed within a weeks’ time. Next we would set a meeting with the training team to inform them of the goal of this training. This should be able to be completed with a week also. From here the last step would be to roll out the training to the offices in the order of the training teams choosing. The vendor offices will notify the training team once their entire office has completed the scheduled training. Depending on the office size it can take anywhere from one day to two weeks to train an entire office. Scheduling a few office per week to complete the training should allow us to complete the training in all offices within the two to three month time frame.