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For UNE-P Users Group Meeting Thursday - December 6, 2001 Presented By

Action Plan Overview. For UNE-P Users Group Meeting Thursday - December 6, 2001 Presented By Marv Watts, Customer Support Manager. Action Plan Overview.

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For UNE-P Users Group Meeting Thursday - December 6, 2001 Presented By

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  1. Action Plan Overview For UNE-P Users Group Meeting Thursday - December 6, 2001 Presented By Marv Watts, Customer Support Manager

  2. Action Plan Overview Presentation FlowWhat is an Action Plan? When is an Action Plan used? What does an Action Plan contain? How is an Action Plan implemented? Questions / Responses

  3. What is an Action Plan? Action Plan: A Framework for Partnering • Addresses clarification and order flowthru goals of individual CLECs and BellSouth • Summarizes resources available to CLECs • Provides benchmarking information for goal-setting • Sets a platform for mutually agreed upon clarification and flowthru targets • Provides for ongoing progress evaluation and goal-reshaping

  4. What is an Action Plan? Action Plan: Addresses Clarification and Order Flowthru Goals • Clarifications impact service delivery • Clarification concerns are common to both CLECs and BellSouth • Electronic order flowthru affords swifter service delivery • True for CLECs and BellSouth An Action Plan is a framework for the CLEC and BellSouth to work together to improve clarification and order flowthru outcomes

  5. What is an Action Plan? Action Plan: Summarizes Resources Available to CLECs • Identifies key internet-based resources • Outlines role of Customer Support Manager • Identifies data analysis areas provided by CSM

  6. What is an Action Plan? Action Plan: Provides Benchmarking Information for Goal Setting Presents prior trend information by month, which typically includes • LSR, order, and clarification counts • Count of CLEC caused clarifications • Electronic flowthru percentages • Information on specific types of clarifications CLECs can request specific criteria for future data analysis tailored to their concerns

  7. What is an Action Plan? Action Plan: Sets a Platform for Mutually Agreed Upon Targets • Targeted clarification rate (percent) • Electronic order flowthru rate (percent) • Other targets as identified and agreed upon CLECs already meeting targets continue on Maintenance Plan

  8. What is an Action Plan? Action Plan: Provides for Ongoing Process Evaluation and Goal Reshaping • Review of results gives opportunity for CLEC / CSM to adjust targets • Review made at agreed upon intervals / timeframes

  9. Action Plan Overview Presentation Flow What is an Action Plan?When is an Action Plan used? What does an Action Plan contain? How is an Action Plan implemented? Questions / Responses

  10. When Is An Action Plan Used? Criteria for Employing Action Plan: CLEC Order Volume • “Large” CLECs have assigned CSMs • “Mid-Size” CLECs have access to CLEC Support Team • “Smaller” CLECs have access to their Account Team A CSM is required for Action Plan Implementation due to data analysis and assembly demands

  11. When Is An Action Plan Used? Criteria for Employing Action Plan: Clarification and Order Flowthru Rates • Specific rates targets for clarifications • Specific rates targets for electronic order flowthru When both targets are met CLECs are placed on a maintenance plans

  12. Action Plan Overview Presentation Flow What is an Action Plan? When is an Action Plan used?What does an Action Plan contain? How is an Action Plan implemented? Questions / Responses

  13. What Does an Action Plan Contain? Action Plan Contents: • Statement of Purpose • Action Plan Outline • Overview of Resources • Statement of BellSouth initiatives supporting plan • Data analysis section; results broken down by month and company code • May contain CLEC situation-specific data: listing of clarifications, top clarifications, progress scenarios • CLEC / CSM / Account Executive plan affirmation section

  14. Purpose Action Plan The purpose of this document is to present a plan that will assist in: ·accurate processing of Local Service Requests (LSRs) ·reducing the number of clarifications ·identifying trends in clarifications ·increasing both manual and electronic order flow through Concentrated efforts in the following areas will help to decrease clarifications and increase flow through. It is expected that attention paid to the areas listed below will result in more timely and accurate processing of LSRs that will affect areas where considerable time is spent. ·BellSouth Business Rules (BBR) ·CSOTS ·USOC Manual ·Tariffs ·Service Interval Guide ·CCP ( Change Control Process ) ·Training ·Pre-Order Functions – LENS or TAG ·Project Management Guidelines What Does an Action Plan Contain?

  15. CSOTS CSOTS provides detailed order information. It provides the BellSouth order number, status and due date. This information should be on all orders (post-FOC). Reviewing this report will save valuable time in determining when action is necessary on an order. For Example: ·On an order that was due yesterday, CSOTS shows the order in CP status. However, your customer states service is not working.IF the order is CPdonot call the LCSC. Call either repair or the UNE MTNCE center depending on the order type. This will save time and effort. If the order is CP it is out of the LCSC center control. ·The same in MA cases as well. IF the order is in MA status, send in a SUPP to request a new Due Date. These are just a couple of examples that can save time and allow your provisioning staff to handle more important issues. https://clecview.bellsouth.com ** A user ID and Password are required. This can be obtained from your Account Team. What Does an Action Plan Contain?

  16. What Does an Action Plan Contain? Clarification Totals for Demo CLEC DateOCNLENSEDITAGTotal Valid Issued SvcAuto Pending CLEC Clar Total Clar Flow LSR'sLSR's OrdsClarsupsCausedTotals%Through Jan-017892347018570532742753585517229363210.86%82.72% Feb-0178922997247905476445933245242211265811.02%78.47% Mar-0178923750288236635520840086955720295413.38%80.06% Apr-0178923453251405967462137076323315181613.68%76.93% May-0178923843304606889552642136305624693212.53%79.79% Jun-0178923176244705623471431503681826264812.52%70.75% Jul-0178922747233905086426923103242725760811.95%57.58% Aug-0178922868272015589462627425112232886110.41%63.80% Sep-017892231723550467239252572423921965111.93%74.40%

  17. TOP CLARIFICATIONS Recommended ways to reduce/eliminate clarifications Account Denied/Disconnected/Final Review CSR prior to submitting LSR ACT Code Invalid/Incorrect/Missing Review BellSouth Business Rules Address Invalid/Incorrect/Missing Utilize the pre-ordering functionality, i.e. LENS inquiry to validate address prior to submitting LSR Class of Service Incorrect/Invalid Review BellSouth Business Rules Duplicate PON End User Does Not Match CSR Review CSR prior to submitting LSR Hunting Information Invalid/Incorrect/Missing Review BellSouth Business Rules and CSR prior to submitting LSR What Does an Action Plan Contain?

  18. What Does an Action Plan Contain? To further support the above “Recommended Ways To Reduce/Eliminate Clarifications” listed below are some additional suggestions: 1.Utilize BellSouth Professional Services to develop training specifically for targeted areas of improvement, i.e., USOCs and FIDs, TOS, ACT, etc. • Implement a Quality Control group/person within Demo CLEC. 3.Drive down to a working level information disseminated through the Change Control Process, Carrier Notification letters, changes to the BellSouth Business Rules-Local Ordering (BBR-LO). 4.Link Network Tel. Training Department to changes made through Carrier Notification letters, Change Control Process and results of analysis of errors which impact flowthrough.

  19. What Does an Action Plan Contain? Action Plan Affirmation • Affirmation of goal-focused cooperation • Progress “evaluations” are not for any particular standing with BellSouth • Not a contract • Opens up data analysis commitments from CSMs • Motivation for CSMs: As CLEC rates improve, CSM looks better

  20. Action Plan Overview Presentation Flow What is an Action Plan? When is an Action Plan used? What does an Action Plan contain?How is an Action Plan implemented? Questions / Responses

  21. How Is an Action Plan Implemented? Action Plan Implementation • CSM conducts data analysis / proposes plan • CSM submits proposed Action Plan for internal review • Account Team • LCSC • CWINS • Project Management • CSM revises plan according to feedback

  22. How Is an Action Plan Implemented? Action Plan Implementation • CSM contacts CLEC for Action Plan presentation meeting • CSM presents Action Plan and proposed rates targets • With affirmation of CLEC representative plan becomes implemented A maintenance plan is proposed for CLECs already meeting target clarification and flowthru rates

  23. Action Plan Overview Presentation Flow What is an Action Plan? When is an Action Plan used? What does an Action Plan contain? How is an Action Plan implemented?Questions / Responses

  24. Action Plan Overview For UNE-P Users Group Meeting Thursday - December 6, 2001 Thank You! (End of Presentation)

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