Networking/Telecommunications Specific Process Results—2008

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While the Support Model Process Results apply to all the product/service providers in ITS, some product/service providers have quality indictor results that are specific to their service. One such example is in our Networking/Telecommunications workgroup. The four specific indicators include:

1. The percentage of problem reports that are reported within 30 days of a previous report on the same extension or data jack.
2. The percentage of problem reports that are reported within 30 days of a service request on the same extension or data jack.
3. The percentage of problem reports which we did not fulfill our commitment to our customers for timeliness of response.
4. The time in hours between the opening and closing of a trouble ticket.

Data Compilation Process:
Weekly reports are produced by the Networking/Telecommunications management system. The summary data points for each of the indicators described above are collected by ITS employees and posted weekly.

The Results:
Each of the following charts represents the results from one of the key quality indicators and contains three lines of data. The Weekly Average line represents the actual results of the survey. The High Control and Low Control lines represent three standard deviations above and below the average for each quarter. Together these three lines reflect the capability of our process to meet or exceed the customer's expectation and the consistency with which we are meeting those expectations overtime.

1) The percentage of problem reports that are reported within 30 days of a previous report on the same extension or data jack.

2) The percentage of problem reports that are reported within 30 days of a service request on the same extension or data jack.

3) The percentage of problem reports which we did not fulfill our commitment to our customers for timeliness of response.

4) The time in hours between the opening and closing of a trouble ticket.