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BUSINESS CASE STUDY Return to FAQs By one of the RBOCS Roy, with the changes that are coming with winning in the 90's, my district is experiencing the need to find more creative ways to communicate and increase revenues while at the same time holding the line on expenses. Timely sharing of quickly changing information is key to success in an environment in which revenue generation and cost containment are equally important. We are about the business of increasing our ability to handle more calls, while maintaining expected service quality levels, and generating greater revenues with a streamlined budget - the balanced job. Albuquerque and Tucson have, in addition to an already aggressive revenue objective, an additional stretch commitment of $193,105. One system that will ensure rapid dissemination of quickly changing information, thereby creating more revenue opportunities and avoiding costs, is essential to doing the balanced job. Attached is a request for such a system, please review the business case and call me, should you have questions. I would appreciate a response by February 4, 1991. Location Geographical locations will be residence marketing centers in Albuquerque, New Mexico and Tucson, Arizona. Statement of Problem The problem that presently exists is efficiency of communication from the manager to the assistant managers to the service representatives. Time-sensitive information needs to be delivered to the employees in a timely manner that ensures correct information is given to customers. The in-process measurement of MIS/ACD customer queue status needs to be delivered to the service representatives to ensure timely response to constantly changing customer service busy conditions. There is a need to communicate installation due dates for various exchanges and provide timely notice of due date changes to the service representatives. Key Product/Output With our constantly changing role in the telecommunications industry, new information is critical and must be relayed to each employee as soon as possible. Examples of information required to be disseminated: ACD queue reading/busy conditions in process; installation dates for various exchanges, constant; reminder notices on new procedures, office meetings, systems down time, work group/section meetings, emergency information, cable cuts, service outages ........... Recommendation Install a moving message screen system that provides in-process queue information from the MIS, information relayed to employees in an efficient and expeditious manner. The moving message screen system should be ACD compatible with three color visual display for rapid dissemination of queue status with automatic color change. Visual Electronics LTD The Visual Electronics LTD. moving message board system is in use in the 4 RMC’s in Metro Phoenix and provides the following capabilities:
Cost benefit study is summarized here (full study available with our brochure, just call) indicated the benefits potential for CRITICAL QUEUE CONDITION, FIXED DUE DATES ON MESSAGE BOARD, FIXED CLOCK ON MESSAGE BOARD AND COMMITMENT TO SCHEDULE. SUMMARY OF BENEFITS POTENTIAL
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