Open Product/Process CR PC073101-5 Detail |
| Title: Improve ZAP process and turn around time and post orders promptly | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
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| PC073101-5 |
Completed 10/17/2001 |
Ordering | Resale, Unbundled Loop, UNE-P, Other | |||
| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Coyne, Mark |
| Director: |
| CR PM: Thomte, Kit |
Description Of Change |
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Qwest has indicated that it will post orders to CLEC billing accounts by the next bill cycle after the order is completed. In addition, Qwest said that an order completing on the last day of a month may not post by the next day, and the CLEC should allow time for the order to post on the next billing cycle. Therefore, if an order completes one day after a bill cyle, Qwest has at least 30 days to post it. When an order contains errors that prevent flow through to posting, the order falls to manual handling and is sent to a process called “ZAP.” If the order had not fallen to manual handling, it would have been posted within 1-3 days. When an order goes to “ZAP,” however, the period is much longer. Qwest says that it has the rest of the bill cycle to correct the errors in the order so that the order will post. If Qwest is going to send orders to “ZAP,” it needs to improve the turnaround time so that the posting of orders is not unreasonably delayed. If the ZAP turnaround time is not improved so that orders post within 1-3 days, CLECs will encounter problems when attempting to issue supplemental orders. In addition, Qwest should provide contact information and a process for resolving issues that have been sent to “ZAP.”
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| Date | Action | Description |
| 7/30/2001 | CR received by Kathy Stichter | |
| 7/31/2001 | Status changed to New – To be Reviewed 8/10/01 - Alignment meeting held 8/14/01 MCC issued and draft response prepared for discussion at next CICMP | |
| 8/6/2001 | CR discussed by the internal Qwest CR review team and owner designated | |
| 8/9/2001 | CR status will be given at the August CICMP Meeting | |
| 8/10/2001 | Clarification Meeting Held with Eschelon | |
| 8/13/2001 | MCC issued | |
| 8/28/2001 | Draft response sent to Eschelon | |
| 8/29/2001 | Eschelon responded indicating the process sounded good if the people would use it. She sighted a recent example of a person saying they would not open a ticket because 30 days to work on the issue. Kathy asked if I would look into this | |
| 8/31/2001 | Sent email response to issue identified in 08/29/01 conference call | |
| 9/6/2001 | Qwest sent confirmation on the additional distribution of the MCC. | |
| 9/7/2001 | Eschelon confirmed acceptance of Qwest's response. | |
| 9/14/2001 | Qwest issued response to Eschelon | |
| 9/19/2001 | CMP Meeting - Eschelon advised that 09/18/01 a Qwest Center didn't follow the process. Qwest will investigate. Eschelon acknowledges Qwest's response and agreed to move the CR into CLEC Test. | |
| 10/9/2001 | Mark Coyne spoke with Eschelon to see if other issues had occurred at this time. None were identified. | |
| 10/17/2001 | CMP Meeting: It was agreed that the CR could be closed. |
Project Meetings |
| 09/07/2001 08:36:40 Stichter, Kathleen L. Kit, Thanks for the documentation. We are satisfied with the process. We can close this CR with the hope that everyone will follow the process. Thanks again. Kathy Stichter ILEC Relations Manager Eschelon Telecom Inc Voice 612 436-6022 E-Mail klstichter@eschelon.com
09/06/01 Subject: Re: FW: PCCR 073101-5 ZAP process turn around time From: "Kathleen Thomte"
Kathy, I am attaching the distribution from the MCC associated with the ZAP process PCCR. Anyway as you scroll through you will see that it was sent to the coach at Aegis as well as the managers in the centers. I hope this will close this one out. Drop me an e-mail and let me know for sure. Thanks! Kit Thomte 303 896-6776
08/31/2001 04:28 PM Email To: klstichter@eschelon.com cc:
Subject: PCCR 073101-5 ZAP process turn around time Kathy,
I have been working with Christine Siewert in Minneapolis regarding PCCR 073101-5 ZAP process turn around time. Yesterday I received your e-mail indicating that the process is great but some work needed to be done to ensure that employees that deal with escalations understand the process. Bonnie Johnson outlined a specific example where a Tier 0 employee believed the time frame was thirty days. I verified which groups had actually received the Multi Channel Communicator initially and determined that the target audience needed to be expanded to include other work groups beyond those people correcting errors. The additional work groups were covered on this process on August 30th per Christine Siewert. I believe we have resolved this issue based on the coverage of additional work groups that have been advised of this process. If we need to discuss this issue further please contact me to set up a meeting early next week. Thanks,
August 10th, 2001 Attendees: Kathy Stichter & Bonnie Johnson - Eschelon, Todd Mead & Mark Coyne - Qwest CLEC Expectations Eschelon's expectations is for Qwest to commit to a standard order posting time-frame, regardless of the next billing cycle Once the time-frame is established. Eschelon needs to know the correct escalation procedure to use if this time- frame is not met.
Action Plan Mark will prepare a draft written including the process, time-frame and escalation procedure by August 17th. Mark will also prepare and send out a notification to all centers communicating the time-frame and escalation procedure in relation to the ZAP process. The draft written response will contain a copy of this notification. Kit worked with center Mgr. To get MCC covered with appropriate workgroup
MCC Sent out: August 13, 2001 Critical MCC Subject: Error Correction
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CenturyLink Response |
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September 14, 2001 Wholesale Product Marketing Eschelon Telecom Kathy Stichter This letter is in response to the following CLEC Change Request Forms #PCCR073101-5 dated July 30, 2001. This Change Request pertains to the ZAP process and turn around time. The Qwest standard for ZAP resolution is 5 days. This is measured from the time the order completes in the SOP (Service order processor)to the time it post in CRIS. In order to ensure the (5) day measure, the ISC should be working on an in-today out-today basis for CRIS errors. Every order in CRIS error should have an attempt made for correction on day (1). Should the order return to an error status on day (2), it should be worked before the orders on day (1) of CRIS error. Should an order error on day (3), the order should be referred to a SME within the center for resolution or referral to a CRIS programmer. Orders should be referred to a programmer no later than day (3) of CRIS error to ensure the (5) day measure it met. If the CLEC determines that this is not occurring as it should they are to contact the ISC for assistance and follow the existing escalation process by calling 1-888-796-9087. The agent will assist the CLEC by opening a ticket and making sure the ticket gets forwarded to the proper group handling error correction. An MCC ( Multi Channel Communicator) will be sent out all Center managers, team coaches and SDC’s handling error correction. This notice will go out effective 8/14/01. On August 30th the MCC distribution was expanded to include all Center managers and agents that represent Qwest. Sincerely Mark Coyne Team Lead Process
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Information Current as of 1/11/2021