Taking The Customers View Of Trouble Resolution “Peering Over The Walls” (2014)

By Jeff Brooks, Deborah Horan, Gary Cunha, Mike Gordish, ARRIS Assurance Solutions and Charles H. Patti, Ph.D., Ronald Rizzuto, Ph.D., Daniels College of Business, University of Denver

The continued encroachment of competitive service offerings has driven subscriber satisfaction into the arena of completive differentiation. The necessity of service differentiation as a competitive advantage drives the necessity to apply Total Quality Management practices such as customer focus and process analysis and redesign, advanced statistical methods and measurement to the subscriber trouble resolution process. These tools have been widely used to generate local optimums at each stage of escalation of customer trouble reports. However, the practice of ishikawa's root cause analysis and solution analysis and industrial engineering practices of end-to-end process design has not been widely applied.

This paper will look at the theoretical improvements that could be achieved with a system that begins with system process documentation and process redesign to achieve outage preventive management, leading to customer experience improvements.

By clicking the "Download Paper" button, you are agreeing to our terms and conditions.

Similar Papers

Taking The Customers View Of Trouble Resolution “Peering Over The Walls”
By Jeff Brooks, Deborah Horan, Gary Cunha, Mike Gordish, ARRIS Assurance Solutions and Charles H. Patti, Ph.D., Ronald Rizzuto, Ph.D., Daniels College of Business, University of Denver
2014
Approaches for Proactively Managing Customer Experience and Reducing OPEX in a Cable Operations Environment
By Gary Cunha, ARRIS
2017
Can a Fixed Wireless Last 100m Connection Really Compete with a Wired Connection?
By J.R. Flesch, Bryan Pavlich, David Virag & Charles Cheevers, ARRIS; Belal Hamzeh, Ph.D. & Dorin Viorel, CableLabs
2017
Accounting For Techies: Taking It To The Ultra
By Dr. Robert L. Howald, Dr. Sean T. McCarthy, ARRIS
2013
House Check - A New Process To Verify Voice Installs
By Mike Gordish, Robert F. Cruickshank III, Dan Rice, C-COR
2007
Business And Pleasure: Mixed Traffic Issues Drive Network Evolution
By Robert L. Howald, Ph.D., Motorola Broadband
2003
Myth Busting 101: It’s (NOT) Inferior to OTT Cost and Value Experience
By Charles Cheevers, ARRIS; Michael McCluskley, Espial
2017
Converging Wireline and Wireless Network Infrastructures
By Hugo Amaral Ramos, John Ulm, Zoran Maricevic, Ph.D., Jose Tavares & Claudio Albano, ARRIS
2017
Broadband Capacity Growth Models - Will the end of Exponential Growth eliminate the need for DOCSIS 4.0?
By John Ulm, Zoran Maricevic, Ph.D., Ram Ranganathan; CommScope
2022
Zero Touch Service Assurance
By Sean Yarborough, Spirent
2017
More Results >>