verify that the charges are correct according to the original contract. We then contact the customer to have them re-validate the need for the circuit. You would be surprised at how many circuits are no longer in use, but are still being paid for. At this time we can either deactivate the circuit or make other modifications to it that the customer may need. Along with the bi-annual review we re-negotiate the leased circuit contract after 5 years. This helps us take advantage of increased competition and possible price cuts in the marketplace.WORKCENTER DEPENDABILITYCustomer Convenience:“Customers want to do business with companies that make it convenient and hassle-free to do business with them” (Dilworth, 1993, p. 15). This is true of our customers as well. There is not much we can do about the convenience of our physical location, but we can make our services as convenient as possible by the use of various strategies to influence demand on our time.For activities like Preventive Maintenance Inspections (PMI’s), KG updates and work of that nature we use a Fixed Schedule method of setting up times and dates. For routine installation and maintenance we use an Appointment System. You call us and we setup a date and time convenient for you. For priority installations and maintenance we use a Delayed Delivery type of system where the customer calls our help desk and is placed in queue for the next available technician, depending on the priority of their system. In this area having multiskilled workers really helps, since we can keep everyone gainfully employed at all times. For non-uniform demand periods, such as exercises or after duty-hours we use Staggered Work-shifts schedules or On-call personnel.Even with these strategies we often have customers in queue. Since most of our contact with our customers is by phone, those waiting for service are doing so in their offices and workcenters. Just the same ther...
