Total Cable TV Customer Service (1985)

By Sharon C. Thompson, Warner Amex Cable Communications Inc.

Simply staffing the operations based on historical trends and marketing is not enough. The work flow between the field and the office must be taken into consideration when accurately staffing. Inefficient operating procedures can create a false need for manpower. Also, excess headcount can camouflage the .. real.. operating requirements. Often there is no time to evaluate and correct these problems on the short term. The long term result is a band-aid approach, i.e., treating the symptom, not the disease. As an example, if not managed, the following can significantly increase telephone traffic and truck trips (therefore, justifying more staff):

  1. Scheduling of demand maintenance and installation appointments; prevent over and under booking.
  2. Daily commitment of installation and demand maintenance manpower.
  3. Control of field work orders.
  4. Paperwork is work orders, etc. current: correspondence,
  5. Reconcile field activity with subscriber account.
  6. Service calls and installations that require second and third field trip follow-ups.

This paper will show how the lack of control in these areas will produce high abandonment rates, missed appointments, paperwork backlog, no audit trail, low morale, work flow deterioration, and increased headcount.

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