07-22-1991 Council Packet - Laserfiche WebLink

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r ! . V* V For Cable Companies It's time for service to meet the NCTA standards Si>RvicE EiEcimvu (hrough- l#o«it Ihc cable imiuttry have apent moel of Ihia month determining — for thohr boaoet — how many of (heir tyt- lomo are in comphan ce wMh (he NCTA’a vohmlary Cualomer Service Sundardt. When the ayWamo hove been in com pliance for 12 nwnthOi they can apply (o tlie NCTA for a Seal of Good Cualomer Service, whh the onuo of proof being or. cable aymema and operming oompaniea. The key word hen ia "complMoe* be^ cauoo when the atandarda were an- Mowed in Februa ry ino, Ihe NCTA aaid by Mr mi *of (he requkemenl ■MliMMHM cnmpnMC* m ter 12 montho, ayatcnia had after (he 1910 announce- by Ihia July Al pew dme. the NCTA didnl have a count of how many ayate ma hove applied, but an hdarmal aurvey by Cable in- dlcniea the majori ty of ayatema are i>i aa For Wamor CaUo, Papor Shuffling Creates Probiema ffl*OR Warner C able Communicaiions ■ Inc., the (ougheal NCTA Cualomer Service Standard to meet regvda aolv ing a “aervice problem" within 36 hours after it is logged, according to Tim Man Ion, Warner ’s vice president of cus tomer aervice Tlie problem, Hanlon said, cornea down to paper shuffling at seven ayatema. •They're primarily our larger ays tema.* Hanlon said. “The difference seems to be the way they treat paper In small systems, they Men't as likely to wait for a work order to print to give it to somebody to route th^ svork to go out the next day or (he day following that and get it done. The activity is a little slower (in a smaller system), and when the cus tomer calls and says my picture ia out. ilie dispatcher will get on the radio and say IL’3 S Main St., and we go and do It." Hanlon said. ‘But in a very large system, which has a bigger volume of activity, we have traditionally managed that work by putting it out fur a day or two, which is Ihe time it took for us to schedule the work, print a work order, give it to a technician, and let the tech nician route It TVhal we re trying lo get these hig operationa to do. and a number of them already have, is forget Ihe paper and go to live dispatching on al the work nedera. We want them lo use the biUmg ayalem to track it. but not to feel they n^ to wait until they've printed a w^ order and given it to a technician to roule.” That may seem bke a small matter, but Hanlon aaid it'a not •becauae you're utking about changing one of the very funda menta l aapecta of how techniciawa do their work. They're used to going out in the field with pretty much a whole day's worth of activity and being in charge of how they get it done.* know tbit tilt nuh Jtrillf tf tjiBlftiiis l*m calling •ft in cftiiipliftnct, but not nftcmftfir for 12 monttw.** -lIulirtTiT divvrWe of cmttvmtt tentn Umiled Arhatl •There in really only one issue that our systems from full com- >.* said TVm Hanlon, vice praaident of customer :^vice for Warner Cable, the fourth-largest cable operating company •That ta Ihe aervtcw- cad response time, the 36-hour re«|uire- namt on service prnbteim * companirs may have different di for these requif^»"Mts. Hanlon said. A common drlMtion of other arrv '*e problems might be *dog chewed the re mote.* Hanlon said. *1t ’s usuaffy a dr gra d ed (Hcture, Md we've got to go ia and change a couple of F litlings or maybe well find something in Ihe distribution system and have to go in sod do aonie Bne work.* For TCI. the toughest standard hM far no has beeo aoswered. said Bryaot HiO, cads,* HU said *1 diinh the Xtuecund ia probabl y the lough one * Cal volume io affe«i%>d lo IghI of m mony things that on- such as c I r For compsny. die that the NCTA iwrotdent o( operotawna for ffllbm efolr the syUema saov have been • ptonce for a very ksng ttow. «e cant due wmew that ' />m2d. 199/