Managing Service Call Reduction (1988)

By ROBERT A.LUFF

CATV service calls have grown to a staggering one million dollar per day cost. Various MSO studies confirm that nearly 80% of all service calls fall between the pole and the TV - that is, within the drop system. And, of these, nearly 40% are the result of poor training, workmanship, or accountability of the field installation work force. A unique installer qualification and performance tracking program concept called Performance Plus was created to address this costly and subscriber frustrating problem. This paper details the Jones Intercable specific installer quality and performance tracking QIP program.

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