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Conference 7.286::digital

Title:The Digital way of working
Moderator:QUARK::LIONELON
Created:Fri Feb 14 1986
Last Modified:Fri Jun 06 1997
Last Successful Update:Fri Jun 06 1997
Number of topics:5321
Total number of notes:139771

4638.0. "Operations Control Center " by ZPOV05::PHILIPLOW () Tue Jun 04 1996 05:45

    Hi,
    
    I am trying to collate information into the subject - "Operations
    Control Center and its Manager, the OCCM.
    
    I understand that this concept is quite new, maybe a year or so. 
    
    Can the current OCCM or anyone working at these centers provide me with
    resources or pointers relating to this subject?
    
    Examples are - Presentation materials, concept papers or white papers
                 - Job functions and areas of responsibilities
                 - Impact on MCS's goals, customer satisfaction
    
    
    Thanks in advance,
    Philip
T.RTitleUserPersonal
Name		DateLines
4638.1Basic InformationODIXIE::PFLANZTue Jun 04 1996 08:3819
    Philip,
    
    There are two concepts within the US, the DOC and the OCC.  The OCC
    handles call exceptions and dispatching afterhours and weekends, while
    the DOC handles the calls and exception duringhte normal work day.  The
    OCC's are semi centralized, with one handling multiple districts, the
    DOc is held within each district, staffed with a SEQM, Service Event
    Quality Mgr; SES's, Servive Event Specialists; Focal CR, Dispatcher;
    and a Entitlement Specialist; for Contract coverage verification.
    
    Joe Blanco is the field liason for the DOC's to Jim North's
    Organization.  Jim North has overall responsibility, I believe.  
    
    Another side comment is that the DOC's were intended to only handle the
    PL07 (Desktop) side of the Business.
    
    
    I hope this helps....Joe Blanco is located at Cherry Hill, NJ, I
    believe.
4638.2mail is on the waySTOWOA::KALINOWSKITue Jun 04 1996 15:579
    Philip
    
         We have forwarded your questions to the Asia TECM manager who is 
    responsible for the OCCs in the Pac Rim. You should be getting a 
    mail later tonight answering your questions.
    
         Regards
    
          john
4638.3Thanks!!ZPOV05::PHILIPLOWTue Jun 04 1996 22:465
    Re: .1 & .2,
    
    Thanks for the help.