Improved Customer Service Through Automation And Enhanced Responsiveness (1990)
By Nick Hamilton-Piercy and John Anderson, Rogers Engineering
This paper describes how the foundation of good customer service (quality, reliable distribution of pictures) is enhanced by a fully automated network management monitoring system with alternate signal source and transmission path switching. Also described are the integration of automated repair crew dispatch (digital dispatching and terminals within the trucks) and the voice responses of the business office and repair answer with the network management systems to further enhance quality service.
The foregoing approach is described through a "systems approach" using block schematics and examples of applications to implement such an automated approach.
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