jack installation sub-process flow

The goal of the jack installation process is to get jacks on walls. Contractors tend to install these jacks and these contractors are usually supervised by a facility analyst. The goal then is to get the quantity and locations from the customer into the facility analysts. Whether this information is supplied directly by the customer or by another staff member, this information needs to be delivered to the facility analysts in a single streamlined manner.

The transaction system stores this information, records the work flow and handles billing transactions eliminating the myriad of shadow databases and manual processes. The transaction system serves customers in addition to tracking internal workflow. As such it is positioned to be the repository of descriptions of services offered and documents of standards and practices.

Not all requests or work components will be handled directly between customer & implementation. Specialists, analysts and other escalation entities may need to be brought in to assist or review on a case by case basis. In these more complex cases, the transaction system tracks these hand-offs and monitors for completion.

network installation sub-process flow

A familiar picture. Network installations can be handled in a similar manner to jack installations.

voice installation sub-process flow

The voice installation process is a variant of the above flows but the resulting asymmetry is due to the following points:

• a separate set of contractors (5ESS) need to be coordinated for a voice install.
• the ICE9 system is a legacy component sitting in the middle of voice installations. The 5ESS contractors receive their instructions via ICE9 and these are tied to other data in the phone system.
• CSR consultants receive requests for voice installations, front end the ICE9 system and coordinate with the contractors.

To avoid a bottomless project, ICE9 was left out of scope, however the transaction system serves to collect customer requests and present them to the CSR group in a single streamliend manner. A future project may wish to address ICE9 by either putting a customer oriented front end on to it or by merging functionality with this transaction system.