Activation Jeopardy Order Playbook

Context

• National fiber ISP; mix of residential and SMB activations across regions.
• Jeopardy orders (missing permits, drop issues, CPE faults) stalled activations.
• Dispatch/coordination handoffs and documentation inconsistency caused repeats.

Approach

• Jeopardy taxonomy (permit, plant, premises, CPE, billing) with lane owners.
• Pre-visit confirmation macro & photo checks; address/ONT verification gates.
• Field coordination desk: appointment accuracy and materials checklist.
• Evidence-linked QA for order amendments and COB changes; rollback paths.
• Dashboards for activation lead time, jeopardy mix, and repeat visits.

Operational Playbooks

• Permit chase SOPs with escalation clock and regulator notes.
• Drop-construction exception tree (aerial vs. buried) and utility locate flow.
• CPE swap matrix and firmware baseline; ONT light-level check SOP.
• Dispatch SLA rules; no-go criteria and reschedule policies.

Measured Results

• Activation lead time reduced by 28% in pilot regions.
• Repeat truck rolls down 17% with pre-visit checks.
• Jeopardy recovery rate up 22% via clear owners and clocks.
• Stakeholder visibility improved through jeopardy dashboards.

Lessons Learned

• A clear jeopardy taxonomy is the backbone for ownership and SLAs.
• Pre-visit confirmations and photo gates cut repeats dramatically.
• Evidence tiles make order amendments auditable and faster to review.
• Dashboards should separate build vs. install delays to target fixes.