All pertinent information is used to assemble a strategy for continuous quality improvement. The plan is implemented in the field. Periodic evaluations are held to assess, among other areas, trouble call rates and trends. Discussions are held with the frontline and key employees to review the previous period's activities and results. Start the process again.
Continuous improvement needs to be the goal.
There is no end state of completion, as you'll always want to tweak your processes and system performance to continue improving them. Proactive payback Proactive monitoring program results can be seen quickly, especially in better management of the workforce and easier scheduling. Headaches resulting from such challenges as additional tech training, high-frequency problem areas, customers with many repeat calls, or a headend needing replacement, can be identified and acted upon before they turn into massive migraines. B enefits accrue in improved subscriber relationships, and yes, the economic payback begins to show up nicely, thank you. Using this SPC-based system, Worldbridge, working for Triax in Streator, Ill., cut trouble call rates in half while subscriber levels continued to grow.