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.

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