Wholesale: Products & Services

Open Product/Process CR PC083001-2 Detail

Description Of Change

Project Meetings

1:00 p.m. (MDT) / Friday, 05 October 2001 Teleconference call TELE: 1-866-289-7092 CODE: 7411826 # PCCR083001-2 Process to ensure Qwest service managers are provided with & participate in training for resolving customer affecting issues & outages.

Attendees Cathy Stichter Steven Sheahan Peter Wirth

Introduction of Attendees Attendees were introduced. Qwest representative Steven Sheahan was designated the “Subject Matter Expert” (SME) for the subject CR. Review Requested (Description of) Change {review long description from change request, confirm with all parties there is agreement on the change requested} Concurrence was received from both Eschelon and Qwest parties. Questions were raised by Steven Sheahan, Qwest to Eschelon regarding specific training issues of concern. Eschelon expressed concern regarding the volume of changes and associated documentation that the Qwest Service Manager needs to assimilate, in addition to performing routine daily duties.

Confirm Areas & Products Impacted {read from change request, modify if needed} No selected “Products Impacted” were indicated on the CR. However, Eschelon indicated that “All” products are potentially affected.

Confirm Right Personnel Involved {ensure the Qwest Product SMEs can fully answer the CLEC request. Confirm whether anyone else within Qwest has been involved with this issue, or whether we need to bring anyone else in} Concurrence was received from both Eschelon and Qwest parties regarding appropriate involved personnel.

Identify/Confirm CLEC’s Expectation {Identify specific deliverables from CLEC – what does Qwest have to do in order to close this CR? (in measurable terms i.e. provide a documented process, change a process to include training etc)} Eschelon is expecting a response from Qwest identifying: (1) current procedures used to meet the needs of the CR; and (2) any modifications or changes proposed by Qwest to allow Service Managers to more efficiently and effectively resolve customer-impacting issues via training.

Identify any Dependent Systems Change Requests {Note any connected CRs and the potential impacts}

Eschelon did not identify any dependent CRs associated with the subject CR.

Establish Action Plan (Resolution Time Frame) {state action required, who will be responsible and by when} Qwest will internally discuss CR with all supporting SME staff, and discuss the CR in the next monthly CMP meeting (October 17, 2001).

CenturyLink Response

This letter is in response to CLEC change request form PC083001-2 dated August 30, 2001.

Change Request: Qwest currently provides training on customer-impacting issues relating to products and services. However, it does not ensure that Service Managers are allowed to and/or participate in the training. Instead in some cases the managers either do not attend at all or are provided the documentation only. As a result, the Service Managers cannot efficiently and effectively resolve customer-impacting issues in the shortest possible time frame. Please implement a process to ensure and document that the Service Managers participate in all Qwest provided training as it relates to products and services that impact CLECs and their customers.

Qwest Response:

Qwest has in place individualized training plans for all of its Service Managers as it relates to Products, Processes and Services that are customer and non-customer impacting. Qwest also holds mandatory training sessions for Service Managers when substantial changes in process or products are made or when a new product is introduced. In some cases testing of the Service Manager is conducted after completion of a training module to demonstrate a minimum level of competence.

When minor changes in process or product offerings are made, Qwest provides via email communicator documentation that allows the Service Manager a point of reference to be able to identify the change in product or process. Also it includes the name of SMEs necessary to facilitate prompt investigation and response to CLEC customer questions.

Qwest management reviews training plans with individual Service Managers on a quarterly basis. Training is a component of the Service Managers overall rating to determine the level of attainment achieved in the Qwest quarterly bonus plan. Management reviews Service Manager training progress and tailors additional training programs, as necessary to better meet requirements associated with the Service Manager’s assigned CLEC accounts.

Sincerely,

Stephen P. Sheahan Qwest Wholesale Customer Service Operations