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Date – July 28, 2020
Source of issue –Supplier - Talking Business
Description –
09JUL20: Brett Merryman forwarded email advising that the appointment time has been allocated as 20/07/20 7:00 to 14:00
20JUL20: BL's internet service was switched over to NBN, so previous system no longer works, but no modem had arrived.
21JUL20 (am): BL contacted Brett Merryman. The modem had not been configured (by iManageIT), let alone posted. Brett got iManageIT to program it
22JUL20(pm): Dispatched with Couriers Please.
28JUL20: Modem yet to arrive. Couriers Please tracking not updated. Carly from iManageIT in contact with Couriers Please.
29JUL20: Modem arrived.
Immediate action –
Root cause –Brett Merryman did not organise the programming and delivery of the modem in the lead up to the NBN appointment. Poor management.
Corrective action –
Investigate alternative IT/communications solution.
Note: A similar scenario occurred in late 2013, where Brett Merryman did not coordinate the programming and delivery of the modem to BL, continued to blame sub contractors (Simon Buden). The total delay was almost 8 weeks.
Verification –
Reported by –BL
Closed by –BL
Date closed –September 28, 2020