By Lavern Clarke, Staff Reporter
ERRALD MILLER has resigned his job with Cable & Wireless (C&W), the company announced yesterday. The sudden resignation brings the phone executive's 31-year career with the telecommunications firm to a surprising close.
Miller, chief executive officer of Cable and Wireless West Indies (CWWI) the regional operation that oversees C&W's Caribbean interests from Florida will give up his operational responsibilities immediately, but "will remain for a short time to assist in a smooth transition of the organisation".
He has been CWWI head since 2001. The statement issued by C&W gave no date of departure. Errol K. Miller, C&W Jamaica communications manager, said it is likely that none had been set as yet.
The communications manager said yesterday when contacted, that he did not know the reason for Errald's departure, noting that they were "personal and private". Asked if it had anything to do with an internal review commissioned by C&W Plc on its Caribbean operations, Mr. Miller said he had no knowledge of the report.
DIGICEL DOMINATING MARKET SHARE
The Financial Times, a British newspaper, reported on April 29 that it had obtained a copy of the confidential document which gave Cable & Wireless Caribbean very poor grades when stacked up against newcomer Digicel, especially in the area of customer service. A C&W customer survey gave it failing grades in all areas assessed.
Additionally, the Jamaican office, which is the centrepiece operation in the region, got poor reviews on its cell service and site coverage 122 versus Digicel's 230. Digicel also
came out ahead on marketing techniques and presence, and aggressive staff recruiting. Quoting the report, the newspaper said Digicel had managed to capture 65 per cent of the Jamaican mobile market and has achieved revenues of £11 million monthly (roughly $990 million), and that the company was preparing to replicate its Jamaican successes in the eastern Caribbean.
Attempts to get comments from Errald Miller yesterday were unsuccessful, as his offices in Florida and Kingston both said he was travelling and could not be reached. Attempts at contact with the United Kingdom office were also unsuccessful.
MUM'S THE WORD
C&WJ's daily operations were in 2001 delegated to chief operating officer, Gary Barrow, who reported directly to Miller.
Attempts at comment from Mr. Barrow on his boss' imminent departure, and the report in the British newspaper, were unsuccessful. Mr. Barrow did not return The Gleaner's calls.
However, the C&W statement quoted Robert Lerwill, chief executive of C&W Regional, who, in conveying his "personal thanks" to the CWWI head, said Miller had been the driving force behind the "successful transformation of the businesses into a single virtual operating entity that realised improvements in customer services and operational efficiency.
BUT ALL IS NOT WELL
"Our business in the region continues to perform strongly and is well-prepared for competition," said Mr. Lerwill. But his comment contrasts with quotes published by The Financial Times out of the confidential report.
"Immediate restructuring will be required if C&W is to compete successfully in the market. CWWI's weaknesses are manifold. Morale is at a record low. The structure creates restrictions in a competitive environment," it said.
The comments come against the company's assessment that Digicel will be moving even more aggressively for market share, with plans to capture 50 per cent of Caribbean mobile talk by 2005.
Miller also holds board positions in several telecoms firms: Jamaica Digiport International (chairman), a fully-owned subsidiary of C&WJ, Telecommunications Services of Trinidad & Tobago, Barbados Telecommunications, and Barbados External Communications.
MILLER'S RUN
1972: Miller joins Jamaica Telephone Company, later renamed Telecommunications of Jamaica (TOJ).
1972-94: Miller holds various positions, including head of training, staff engineering, network development and customer operations, before being appointed senior vice-president in charge of customer operations.
1990-94: He was senior VP for customer operations from 1995 (Jan): Named acting president of TOJ.
1995 (Apr): Appointed president and chief executive officer.
1998: Cable & Wireless Plc acquires 79 per cent majority ownership of TOJ. The company is renamed Cable & Wireless Jamaica, and Miller remains as president/CEO.
2001: Miller appointed chief executive officer of Cable & Wireless West Indies Limited, and is redeployed to Florida from where he oversees the telecoms company's Caribbean
operation.
2003 (May): C&W announces that Miller will leave the company 'soon'.
OTHER FACTS
- Past student of Rusea's High School.
- Holds an MBA from Nova Southeastern University and post-graduate diploma
in Applied Physics from the University of the West Indies.
- Recipient of the 'Distinguished Alumni Achievement Award in 1995, from Nova's
International Alumni Association. He is the first Jamaican to get the honour.
He holds board positions in:
- Jamaica Digiport International (chairman).
- Telecommunications Services of T&T.
- Barbados Telecommunications.
- Barbados External Communications.
- Mona School of Business, University of the West Indies.
- Multicare Foundation of Jamaica.
- He is married to Portia Simpson Miller, MP.
