Open Product/Process CR PC091901-1 Detail |
| Title: Qwest to form a Quality Team | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC091901-1 |
Completed 6/19/2002 |
Pre-Ordering, Ordering | Centrex, LNP, Resale | |||
| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Wells, Joan |
| Director: |
| CR PM: |
Description Of Change |
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Qwest to form Quality Team to review and improve the end to end processes for: CLEC on-net to resale reuse of facilities CLEC on-net to resale new facilities Resale CLEC to resale CLEC (same CLEC) move including port within Change orders requesting a TN change reusing TNs from old location and changing them at the new location requiring port within. The team to include Qwest SMEs from each of its’ functional areas: Order distribution center Service order processing Assignments Switch technicians (RCMAC) Network dispatch in Network dispatch out LNP center Eschelon has offered to serve as the prototype for this Quality Team which will benefit all CLECs. It is yet to be determined how these orders will be identified. Eschelon’s expectation is that the Quality Team at Qwest will watch the flow of each order and determine the process gaps that are causing CLEC customers a significant amount of service disruption and down time. In addition, the Quality Team should remain in place until process improvements are made and proven effective.
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| Date | Action | Description |
| 9/17/2001 | CR received by Kathy Stichter of Eschelon | |
| 9/19/2001 | CR status changed to Submitted | |
| 9/21/2001 | Updated CR sent to Kathy | |
| 9/24/2001 | Scheduled clarification meeting with Eschelon | |
| 9/28/2001 | Notified CLEC of cancellation of meeting | |
| 10/5/2001 | Judy Schultz to coordinate with Lynn Powers to establish Qwest position | |
| 10/17/2001 | CMP Meeting: CLEC community & Qwest agreed to enter Quality Team meeting minutes into CR database. Meetings are generally conducted on a 1 to 2 week frequency. "Current Status" changed to Clarification. | |
| 11/14/2001 | CMP Meeting this Process Change was reviewed as a separate part of the agends. Toni Dubuque reviewed the primary topics that are being addressed by the Quality team. Toni indicated that the Quality team will probably remain active through the end of 2001. Eschelon expressed their appreciation for what has been accomplished by this team. | |
| 12/12/2001 | CMP Meeting - Toni Dubuque, Qwest provided an update for the quality team. She indicated that overall progress has been made with various CR related issues, and that the team will continue into next year. A situation was identified, "Change of local service provider and customer moves," that requires process modification in order to prevent future customer outages. The team is working the process modifications & flow sheets; and will conduct a validation exercise with Eschelon in the near future. "CR Status" remains as "Presented." | |
| 1/16/2002 | CMP Meeting - Toni dubuque, Qwest indicated that Quality Team is working primary issues identified in original CR "Description of Change." Most issues have been addressed and balance should be completed within the next 30 to 60 days. CLEC community agreed to change CR Status to "Development." | |
| 2/20/2002 | Qwest provided a status update. CR status remains in "Development." Meeting discussions will be set forth in the Product/Process Draft Meeting Minutes contained in the Product/Process CMP Meeting Distribution Package (03/20/02). | |
| 3/20/2002 | CMP Meeting - It was agreed that the CR would remain in Development. Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. | |
| 3/22/2002 | Qaulity Team Meeting conducted with Eschelon. | |
| 4/17/2002 | CMP Meeting - Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. It was agreed that the CR would remain in Development. | |
| 5/15/2002 | CMP Meeting - Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. It was agreed that the CR would move into CLEC Test.. | |
| 6/19/2002 | CMP Meeting - Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. CR status was changed to Completed. |
Project Meetings |
| CMP Quality Meeting Minutes 3-22-02 Specifics: Purpose of Meeting: resolve Port In/Within order issues Meeting Dates: March 22,2002 Time: 1pm CST Meeting Chair: Toni Dubuque Next Meeting:Complete Attendees: Toni Dubuque, Qwest Cust Svc Oprns Bonnie Johnson, Eschelon Joan Wells, Qwest Process Claudia Meredith-Trump, Qwest Agenda: - Finalize flows - Finalize test process - Port-in flows have been re-done on Power Point with specific language on process to be used in the 3 Port in scenarios and 8 Port within scenarios. These were reviewed by the team and are in an understandable format for training. - Training will be done by Qwest in the Mpls center CSIE team and documents shared with all other appropriate centers for review. - Joan will work with the product team to get specific scenarios updated in PCAT - Eschelon will do test order week of April 1st. Claudia will monitor flow and get specifics back to Bonnie for confirmation of order process. The committee feels that they have completed the objective of improving the documented processes for unique situations involving Port In and Port within orders. This work will benefit all customers who order LNP. Order routing changes have eliminated the problems with moving orders from center to center within Qwest.
Purpose of Meeting: Resolve Port In/Within order issues Meeting Dates: January 23,002, Time: 1130am CST Call-in Bridge: 877-572-868, ID: 811-0227 Meeting Chair: Toni Dubuque Next Meeting:February 7,2002 3-4pm CST Name/Presentation Toni Dubuque, Qwest Cust Svc Oprns/x/ Joan Wells, Qwest Process/x/ Bonnie Johnson, Eschelon/x/ Claudia Meredith-Trump, Qwest/x/ Chris Siewert,, Qwest Ctr Mgmt/x/ Barb Vigoren, Eschelon/ / Mary Madill, Qwest Ctr Mgr/ / Frank Lopez, Qwest Ctr Mgr/ / Agenda: - Finalize flows - Finalize test process - Address Action Items - Determine next meeting - Port-in flows are final and have been issued within Qwest; scenarios 1-3 are attached. - Port-within flows are work-in-progress to add all products - Test accounts have been set up and by 1-25 a test order will be submitted by Eschelon for monitoring and ensuring process for Scenario 3 is working; have already used process on live orders for Scenario 2. - During root cause process, we had identified a learning about procedures between RCMAC and Complex Translations (CT) that we wanted to investigate and tighten communications. On port-in C-orders, if the NPA-NXX of the end user has never been loaded into a DMS-10 or Ericsson Switch, Complex Translations must load before RCMAC does work. Communication is done by fax. We have added step in process for order writer to call CT to ensure load is complete prior to order flowing downstream. - Port-in coordination product is in detail design and pricing for both retail and wholesale. This will take care of end users who have special needs and cannot afford downtime. Joan is our representative and will keep us updated on progress. (CR open also) - Auto routing of port-in/within orders by MPI will be implemented 3-20-02. Good news – screening will be eliminated. Action Items: Item/Assigned to/Status/Completion Date 1. Determine an interim process for cutting over end users who handle emergency call (doctors, hospitals) to eliminate inability to receive calls on due date (FDT 8am, work done anytime between 8-5pm)/Joan Wells/Same as #2/Work in progress 2. Communicate potential date of new coordination process/product for port in orders that will eliminate downtime (in definition stage)/Joan Wells/See above/Work in progress 3. Meet with Network process to investigate gaps in handling C action orders in complex translations/Joan/Chris/Completed / see notes above/1-23-02 Set up test accounts 612-302 and 612-721/Joan/Completed/1-23-02 Test Scenario 3/Joan/Bonnie// Finalize Port within flows/Joan/Should be done by 2-1/ Next meeting will be the last formal session. We will reconvene team to do live test when actual order is received by Eschelon.
CMP Quality Meeting Minutes 01-07-02 Specifics: Purpose of Meeting: resolve Port In/Within order issues Meeting Dates: December 18, 2001 Time: 2pm CST Call-in Bridge 877-572-868 811-0227 Meeting Chair: Toni Dubuque Next Meeting: January 9, 2002 @ 2pm CST Attendees: Name Present Name Present Toni Dubuque, Qwest Cust Svc Oprns x Joan Wells, Qwest Process x Bonnie Johnson, Eschelon x Claudia Meredith-Trump, Qwest x Al Kiehn, Qwest Ctr Mgmt x Barb Vigoren, Eschelon x Mary Madill, Qwest Ctr Mgr Frank Lopez, Qwest Ctr Mgr Agenda: - Review flows and clarify any questions - Set up process for live customer SPOC monitoring - Determine next meeting Flows were presented by Joan Wells indicating the different scenarios regarding special circumstances for Port in, Port within orders. - End user is with Q retail or current CLEC NSP/end user moving to new location requesting to move existing TN’s and change to a new reseller provider, new facilities/Q port in activity flow - Existing resale account, no service provider change to 2 current locations – original location with account history to be disconnected and TN’s moved to newest account locations where new TN’s exist that will be disconnected/Port within activity flow - Existing resale account port within/T &F dual service requested, number change at T location upon completion of F order activity flow - End user is with Q retail or current CLEC NSP/end user moving to new location already served by same reseller requesting Port, will be disconnecting existing TN’s and replacing with port in in TN’s, reuse existing facilities/Q port in activity flow There were a number of questions and clarifications done on the flows. This used the majority of the time allotted for the meeting. Another meeting was set to regroup and finalize flows.
Quality Team - Qwest/Eschelon LNP Order Issues: Revision 5 Team Members: Sponsor - Toni Dubuque Q Team - Mark Coyne, Ray Burton, Mary Madill, Joan Wells, Russ Urvig E Team - Bonnie Johnson Meetings: Sept 10, 2001 @ 10:30am CDT Sept 17, 2001 @ 2:00pm CDT (rev 2) Sept 26, 2001 @ 930am CDT (rev 3) Oct 5,2001 @ 930MDT/1030amCDT (rev 4) Oct 12, 2001 Oct 26, 2001 @ 230pmCDT (rev 5) NEXT MTG Nov 7, 2001 @ 900am CST Call-In Number: 877-847-3567 pc600-2974 ISSUE 1: Mis routing of orders causing missed commitments - CLOSED * Port within orders should go to Cheyenne for processing * Port in orders should go to Phoenix for processing * Screeners in Dallas must make determination based on remarks field * States manual handling * Move - port within or port between CLEC to CLEC ACTION ITEMS: * NPI field on LSR (determines port in or within) not used by Q. Eschelon has put in a CR for consideration. This field also then could be used to route LSR to right center without manual handling Owner: Mark and Joan * Retrain Dallas to handle current LSRs and screen to right center Owner: Ray * Identify unique req. type for these types of orders for ease in mechanized routing Owner: Joan Wells * With Virtual Center, should Duluth also be trained to handle the port in orders? The volume has been small so expertise has been centralized. Owner: Mary Status - Rev 1: This training took place the week of 9-3-01 with clarification on how to recognize the difference in order to route properly. The current process dictates that any misrouted order to be special handled and not go into regular flow (calls are placed between centers) Status - Rev 2: * An user request to use the NPI field in conjunction with the req. type will be filed by week ending 9-21 so that IMA can automatically route the orders to the proper center for processing. The NPI field is in use at Q on the Resale LSR form. 30-day notification will need to be made to all CLECs prior to implementation. No definite date yet but will target EOY. * The req. type change will not be required since routing will be accomplished through the NPI field. Req. type changes must go through OBF so the option selected for implementation should be more timely. * There were no failures in routing last week for Eschelon. Center managers are stressing the need to review the entire LSR before processing. Daily 3pm calls between centers are identifying each routing failure and preparing direct feedback to the SDC. * Volumes will dictate the move of port-in orders CLEC to CLEC to Duluth. * E is calling on any orders that do not carry telephone # and name of a Phoenix SDC. This is an indication to them that we potentially had a failure in routing. Status - Rev 3 * Routing problems significantly improved * CR for NPI field delayed due to further investigation; all problems resolved and will be issued on 10-8-01 by Joan Wells Status = Rev 5 * UR filed and kick-off meeting held with IT; projected implementation scheduled for late 1st qrt ’02 or early 2nd qrt * Decision made to implement as a going forward change ISSUE 2: Reuse of facilities on Port within orders - CLOSED * Circuit ID given by E, if available * If reuse is not done, FOC must be noted in the remarks that new facilities are being used so that E can dispatch tech for cross-connect work. Failure to dispatch causes end-user out-of-service condition ACTION ITEMS: * Review process to verify what needs to take place within centers Owner: Mary/Joan/Russ Urvig * Look at Loop Reclamation policy and clarify obligation to reuse facilities Owner: Toni Status - Rev 2: * Clarification needed on product definition pertaining to Q discretion on reuse. Process/Product will get together to clarify and bring back to team concise definition. * Gap still exists when reuse not chosen as option. Order writers not aware of issue at time of FOC so do inform customer. Need to revise process to determine best method of notification. Status - Rev 3: * Policy is to reuse facilities whenever possible preventing dispatch for Q or for CLEC * When reuse is not the available option, our tech should be doing cross-connect work so no dispatch required by CLEC Status - Rev 5: * Process working and full understanding established ISSUE 3: Trouble Shooting Port in/Port within orders * When trying to back out orders that have gone bad, Q/E needs to understand internal flow to enhance trouble shooting skills ACTION ITEMS: * Review process and document key points for both Q CSIE team and E Owner: Joan Wells Status - Rev 2: * E indicated that there are numerous areas of failure for these types of work backs often causing outages of up to 3 days. They are recommending focal points within the center to deal with these orders so that expertise will be built and that data can be collected for root cause analysis. This suggestion will be looked at for feasibility and reported out at next meeting (Owner: Toni) Status - Rev 3: * Root cause will be done on all failures with gap analysis and recommended action. (Owner: Claudia Meredith-Trump) First read out on 10-5 * Focal points process to be discussed on 10-5 Status - Rev 5 * Root cause analysis done on 5 failures on 10-5 and 1 failure on 10-26 * Findings: * SO writing orders found for both sending and receiving parties; discussed process adherence and provided feedback to all employees touching orders * CLEC owning customers did not disconnect in switch on a timely basis; early detection of this in trouble shooting process can reduce impairment issues * CSIE personnel reviewed failure points and areas to intervene before additional complications add to length of impairment * Will continue process to look at every failure for additional learning ISSUE 4: Problem for Port in – working in both switches * Calls going both ways in switch * E would like to coordinate the time between the techs for delivering new facilities ACTION ITEMS: * Review process to id gaps and areas for improvement Owner: Joan Wells Status - Rev 2: * Problem lies with FDT and when triggering takes place at both customer locations (giver/receiver). Joan has made one change to Q to default FDT from 5pm to noon. More investigation to follow on other issues and potential process improvements. Status - Rev 5 * Eschelon filed CR to request options; Joan Wells working on research for options ISSUE 4: Identifying ways to minimize errors ACTION ITEMS: * Look at using NPI as first characters of PON to capture and track orders for trouble shooting Owner: Ray and Bonnie Status - Rev 2: * E will use effective 9-27 so that Q can capture orders and do root cause. Screening process will stay the same so that we ensure SDC still looks at entire LSR to determine correct routing. Status - Rev 5 * Continue to use field; screening failures minimal; feedback and process review continues with employees ISSUE 5: Telephone number swap Added 9-17-01 * E will write up issue so right Q people on team to handle * Problem definition: Eschelon has a customer with a ported number (usually resale). They are going to move within the same CO so dual service is not an option. So they establish the customer at the new location with a new telephone number and leave the old number working. When the customer is moved and at the new premise, they need to disconnect the old ported number and reestablish it at the move location - also disconnecting the temporary telephone number. How can they do this? Status - Rev 3: * Joan to read out on 10-5 Status - Rev 5 To clarify this answer, I checked with Retail on their processes for Port Within (T&F) and also Dual and Overlapping Service, which our Wholesale processes mirror. Retail does not allow dual service if you are porting your telephone number within. This means if the end user has a telephone number currently, that was either previously ported in or a native TN to the switch, and are now moving to a new switch and want to do a port within, they would not be able to have dual service, because of the LRN routing that is taking place through the NPAC. Incoming calls cannot be routed to more than one switch at a time, so this would cause problems with the end user receiving their incoming calls. If the end user currently has a TN that was previously ported in and now wants to do a T&F to a new location within the same switch, this would not be considered a port within and the limitation involving the dual service would then be dependent upon the switch type, the product type, the line type (bridge taps etc.) and the region. There are methods in Infobuddy that outline the restrictions and rules for dual service, as well as facility check, which helps to determine if dual service is an option in these situations. So, if dual service is desired, but not available, what the Reseller would have to do, is request a New connect at the new location with new TN's. Then, when they want the service at the old location disconnected, they would have to submit two related requests. One to do a number change at the new location as a port within, indicating the new numbers and another request to disconnect the number at the old location, using port out fids. Qwest would then process the disconnect, using the port out fids and the number change using the port in fids. These would be manual orders, with good remark entries needed from the Reseller as to what exactly is needed on the orders. Standard port due date intervals would apply. * Process change to be made to allow move and port on one LSR; this will not change Dual service issue but will help with other order issues that cause CLEC to do two LSRs to accomplish task. Effective date yet to be determined. Will continue to monitor progress
Quality Team - Qwest/Eschelon LNP Order Issues: Revision 3 Team Members: Sponsor - Toni Dubuque Q Team - Mark Coyne, Ray Burton, Mary Madill, Joan Wells, Russ Urvig E Team - Bonnie Johnson Meetings: Sept 10, 2001 @ 10:30am CDT Sept 17, 2001 @ 2:00pm CDT (rev 2) Sept 26, 2001 @ 930am CDT (rev 3) Oct 5,2001 @ 930MDT/1030amCDT (rev 4) Call-In Number: 877-847-3567 pc600-2974 ISSUE 1: Misrouting of orders causing missed commitments * Port within orders should go to Cheyenne for processing * Port in orders should go to Phoenix for processing * Screeners in Dallas must make determination based on remarks field * States manual handling * Move - port within or port between CLEC to CLEC ACTION ITEMS: * NPI field on LSR (determines port in or within) not used by Q. Eschelon has put in a CR for consideration. This field also then could be used to route LSR to right center without manual handling Owner: Mark and Joan * Retrain Dallas to handle current LSRs and screen to right center Owner: Ray * Identify unique req type for these types of orders for ease in mechanized routing Owner: Joan Wells * With Virtual Center, should Duluth also be trained to handle the port in orders? The volume has been small so expertise has been centralized. Owner: Mary Status - Rev 1: This training took place the week of 9-3-01 with clarification on how to recognize the difference in order to route properly. The current process dictates that any misrouted order to be special handled and not go into regular flow (calls are placed between centers) Status - Rev 2: * An user request to use the NPI field in conjunction with the req type will be filed by week ending 9-21 so that IMA can automatically route the orders to the proper center for processing. The NPI field is in use at Q on the Resale LSR form. 30-day notification will need to be made to all CLECs prior to implementation. No definite date yet but will target EOY. * The req type change will not be required since routing will be accomplished through the NPI field. Req type changes must go through OBF so the option selected for implementation should be more timely. * There were no failures in routing last week for Eschelon. Center managers are stressing the need to review the entire LSR before processing. Daily 3pm calls between centers are identifying each routing failure and preparing direct feedback to the SDC. * Volumes will dictate the move of port-in orders CLEC to CLEC to Duluth. * E is calling on any orders that do not carry telephone # and name of a Phoenix SDC. This is an indication to them that we potentially had a failure in routing. Status - Rev 3 * Routing problems significantly improved * CR for NPI field delayed due to further investigation; all problems resolved and will be issued on 10-8-01 by Joan Wells ISSUE 2: Reuse of facilities on Port within orders * Circuit ID given by E, if available * If reuse is not done, FOC must be noted in the remarks that new facilities are being used so that E can dispatch tech for cross-connect work. Failure to dispatch causes end-user out-of-service condition ACTION ITEMS: * Review process to verify what needs to take place within centers Owner: Mary/Joan/Russ Urvig * Look at Loop Reclamation policy and clarify obligation to reuse facilities Owner: Toni Status - Rev 2: * Clarification needed on product definition pertaining to Q discretion on reuse. Process/Product will get together to clarify and bring back to team concise definition. * Gap still exists when reuse not chosen as option. Order writers not aware of issue at time of FOC so do inform customer. Need to revise process to determine best method of notification. Status - Rev 3: * Policy is to reuse facilities whenever possible preventing dispatch for Q or for CLEC * When reuse is not the available option, our tech should be doing cross-connect work so no dispatch required by CLEC ISSUE 3: Trouble Shooting Port in/Port within orders * When trying to back out orders that have gone bad, Q/E needs to understand internal flow to enhance trouble shooting skills ACTION ITEMS: * Review process and document key points for both Q CSIE team and E Owner: Joan Wells Status - Rev 2: * E indicated that there are numerous areas of failure for these types of work backs often causing outages of up to 3 days. They are recommending focal points within the center to deal with these orders so that expertise will be built and that data can be collected for root cause analysis. This suggestion will be looked at for feasibility and reported out at next meeting (Owner: Toni) Status - Rev 3: * Root cause will be done on all failures with gap analysis and recommended action. (Owner: Claudia Meredith-Trump) First read out on 10-5 * Focal points process to be discussed on 10-5 ISSUE 4: Problem for Port in - working in both switches * Calls going both ways in switch * E would like to coordinate the time between the techs for delivering new facilities ACTION ITEMS: * Review process to id gaps and areas for improvement Owner: Joan Wells Status - Rev 2: * Problem lies with FDT and when triggering takes place at both customer locations (giver/receiver). Joan has made one change to Q to default FDT from 5pm to noon. More investigation to follow on other issues and potential process improvements. ISSUE 4: Identifying ways to minimize errors ACTION ITEMS: * Look at using NPI as first characters of PON to capture and track orders for trouble shooting Owner: Ray and Bonnie Status - Rev 2: * E will use effective 9-27 so that Q can capture orders and do root cause. Screening process will stay the same so that we ensure SDC still looks at entire LSR to determine correct routing. ISSUE 5: Telephone number swap Added 9-17-01 * E will write up issue so right Q people on team to handle * Problem definition: Eschelon has a customer with a ported number (usually resale). They are going to move within the same CO so dual service is not an option. So they establish the customer at the new location with a new telephone number and leave the old number working. When the customer is moved and at the new premise, they need to disconnect the old ported number and reestablish it at the move location - also disconnecting the temporary telephone number. How can they do this? Status - Rev 3: * Joan to read out on 10-5
Quality Team - Qwest/Eschelon LNP Order Issues: Revision 2 Team Members: Sponsor - Toni Dubuque Q Team - Mark Coyne, Ray Burton, Mary Madill, Joan Wells, Russ Urvig E Team - Bonnie Johnson Meetings: Sept 10, 2001 @ 10:30am CDT Sept 17, 2001 @ 2:00pm CDT (rev 2) Sept 26, 2001 @ 930am CDT (rev 3) Call-In Number: 877-847-3567 pc600-2974 ISSUE 1: Misrouting of orders causing missed commitments * Port within orders should go to Cheyenne for processing * Port in orders should go to Phoenix for processing * Screeners in Dallas must make determination based on remarks field * States manual handling * Move - port within or port between CLEC to CLEC ACTION ITEMS: * NPI field on LSR (determines port in or within) not used by Q. Eschelon has put in a CR for consideration. This field also then could be used to route LSR to right center without manual handling Owner: Mark and Joan * Retrain Dallas to handle current LSRs and screen to right center Owner: Ray * Identify unique req type for these types of orders for ease in mechanized routing Owner: Joan Wells * With Virtual Center, should Duluth also be trained to handle the port in orders? The volume has been small so expertise has been centralized. Owner: Mary Status - Rev 1: This training took place the week of 9-3-01 with clarification on how to recognize the difference in order to route properly. The current process dictates that any misrouted order to be special handled and not go into regular flow (calls are placed between centers) Status - Rev 2: * An user request to use the NPI field in conjunction with the req type will be filed by week ending 9-21 so that IMA can automatically route the orders to the proper center for processing. The NPI field is in use at Q on the Resale LSR form. 30-day notification will need to be made to all CLECs prior to implementation. No definite date yet but will target EOY. * The req type change will not be required since routing will be accomplished through the NPI field. Req type changes must go through OBF so the option selected for implementation should be more timely. * There were no failures in routing last week for Eschelon. Center managers are stressing the need to review the entire LSR before processing. Daily 3pm calls between centers are identifying each routing failure and preparing direct feedback to the SDC. * Volumes will dictate the move of port-in orders CLEC to CLEC to Duluth. * E is calling on any orders that do not carry telephone # and name of a Phoenix SDC. This is an indication to them that we potentially had a failure in routing. ISSUE 2: Reuse of facilities on Port within orders * Circuit ID given by E, if available * If reuse is not done, FOC must be noted in the remarks that new facilities are being used so that E can dispatch tech for cross-connect work. Failure to dispatch causes end-user out-of-service condition ACTION ITEMS: * Review process to verify what needs to take place within centers Owner: Mary/Joan/Russ Urvig * Look at Loop Reclamation policy and clarify obligation to reuse facilities Owner: Toni Status - Rev 2: * Clarification needed on product definition pertaining to Q discretion on reuse. Process/Product will get together to clarify and bring back to team concise definition. * Gap still exists when reuse not chosen as option. Order writers not aware of issue at time of FOC so do inform customer. Need to revise process to determine best method of notification. ISSUE 3: Trouble Shooting Port in/Port within orders * When trying to back out orders that have gone bad, Q/E needs to understand internal flow to enhance trouble shooting skills ACTION ITEMS: * Review process and document key points for both Q CSIE team and E Owner: Joan Wells Status - Rev 2: * E indicated that there are numerous areas of failure for these types of work backs often causing outages of up to 3 days. They are recommending focal points within the center to deal with these orders so that expertise will be built and that data can be collected for root cause analysis. This suggestion will be looked at for feasibility and reported out at next meeting (Owner: Toni) ISSUE 4: Problem for Port in - working in both switches * Calls going both ways in switch * E would like to coordinate the time between the techs for delivering new facilities ACTION ITEMS: * Review process to id gaps and areas for improvement Owner: Joan Wells Status - Rev 2: * Problem lies with FDT and when triggering takes place at both customer locations (giver/receiver). Joan has made one change to Q to default FDT from 5pm to noon. More investigation to follow on other issues and potential process improvements. ISSUE 4: Identifying ways to minimize errors ACTION ITEMS: * Look at using NPI as first characters of PON to capture and track orders for trouble shooting Owner: Ray and Bonnie Status - Rev 2: * E will use effective 9-27 so that Q can capture orders and do root cause. Screening process will stay the same so that we ensure SDC still looks at entire LSR to determine correct routing. ISSUE 5: Telephone number swap Added 9-17-01 * E will write up issue so right Q people on team to
- Quality Team - Qwest/Eschelon LNP Order Issues: Revision 1 Team Members: Sponsor - Toni Dubuque Q Team - Mark Coyne, Ray Burton, Mary Madill, Joan Wells E Team - Bonnie Johnson Meetings: Sept 10, 2001 @ 10:30am CDT Sept 17, 2001 @ 2:00pm CDT Call-In Number: 877-847-3567 pc600-2974 ISSUE 1: Misrouting of orders causing missed commitments * Port within orders should go to Cheyenne for processing * Port in orders should go to Phoenix for processing * Screeners in Dallas must make determination based on remarks field * States manual handling * Move - port within or port between CLEC to CLEC ACTION ITEMS: * MPI field on LSR (determines port in or within) not used by Q. Eschelon has put in a CR for consideration. This field also then could be used to route LSR to right center without manual handling Owner: Mark and Joan * Retrain Dallas to handle current LSRs and screen to right center Owner: Ray Status: This training took place the week of 9-3-01 with clarification on how to recognize the difference in order to route properly. The current process dictates that any misrouted order to be special handled and not go into regular flow (calls are placed between centers) * Identify unique req type for these types of orders for ease in mechanized routing Owner: Joan Wells * With Virtual Center, should Duluth also be trained to handle the port in orders? The volume has been small so expertise has been centralized. Owner: Mary ISSUE 2: Reuse of facilities on Port within orders * Circuit ID given by E, if available * If reuse is not done, FOC must be noted in the remarks that new facilities are being used so that E can dispatch tech for cross-connect work. Failure to dispatch causes end-user out-of-service condition ACTION ITEMS: * Review process to verify what needs to take place within centers Owner: Mary * Look at Loop Reclamation policy and clarify obligation to reuse facilities Owner: Toni ISSUE 3: Problem understanding timing of translations * When trying to back out orders that have gone bad, E needs to understand internal flow to enhance trouble shooting skills ACTION ITEMS: * Review process and document key points for both Q CSIE team and E Owner: Joan Wells ISSUE 4: Problem for Port in - working in both switches * Calls going both ways in switch * E would like to coordinate the time between the techs for delivering new facilities ACTION ITEMS: * Review process to id gaps and areas for improvement Owner: Joan Wells ISSUE 4: Identifying ways to minimize errors ACTION ITEMS: * Look at using MPI as first characters of PON to capture and track orders for trouble shooting Owner: Ray and Bonnie
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Information Current as of 1/11/2021