This example illustrates a complex network activation on a new jacks where the customer makes a request via the help desk.

1. customer contacts help desk
• customer gives location info to consultant
• customer gives account info to consultant
• customer gives contact info to consultant
2. consultant submits order via web page on behalf of customer
• separate orders must be made for orders across multiple buildings
• price estimates based on standard rates
• help desk is a registered contact for status updates
3. transaction is queued for a facility analyst
• queue is ordered by ect and priority
• queue is grouped by like jobs and similar locatons
• process manager monitors queue
• missed ects result in notifications to process manager and contacts
4. transaction is accepted by a facility analyst
• customer receives notification of transaction acceptance, contact information
• meets with customer to discuss floorplans
• special requirements/issues may warrant second meeting with communications analyst
• unresolved issues may warrant consultation with architect
• jack installation is sent out to bid for contractor
5. contractor installs and tests jacks
• contractor sends monthly bill and testing data to MIT
• CSR reconcile contractor billing with installations performed
6. facility analyst receives notification after jack installation
• facility analyst and process manager monitoring for missed ect
• facility analyst activates ports
• facility analyst tests ports
• facility analyst closes loop with customer and help desk
• facility analyst updates transaction status
• facility analyst records connection information
7. feedback solicited on transaction close
8. transaction billing info sent to SAP

measures recorded:

• time transaction sat in queue
• time to schedule contractor
• time to complete requested jack installation
• time between jack install and network activation
• jacks installed
• type
• location
• length
• ports activated
• customer satisfaction
• did customer get what they want
• satisfied with staff & contractors
• satisfied with process
• process manager intervention
• special services requested by customer