Designing a flexible and specifically tailored data warehouse allows customization to specific business needs. This process might be desirable instead of searching for an exact match from an “out of the box solution”, that may or may not even exist for your specific need.

Some key benefits of designing and implementing a flexible data warehouse include:

• Owning your data in that you can add ‘friendly’ descriptions to provider data that is usually just ‘codes’ that they assign but mean nothing to you.
• Increased ability to import and export to/from multiple systems providing more flexibility in business decisions.
• Implementation of order reports out of a customer billing system (e.g. trouble, completed, cancelled, and repeat trouble calls) that allows timely customer service.
• Continued daily processing support/resolution/addition.
• Added web development enhancements to support definition table mappings (e.g. service, discount, campaign, and customer type codes).
• Added operator reservation functionality to the web front end to remove duplicate entries into the system.
• Added new open vault reporting to daily processing.
• New channel programming web enhancement in support of third party content implementation.
• Identification and isolation of one time events (e.g. major storm damages) to either include or keep separate for tracking purposes.
• Isolation of governmental reports or required work (e.g. FCC, SEC reports) for requirement and compliance tracking.

Defining the Case Study

Our cable client had previously been using a localized, outage tracker to track outage performance on a monthly basis with no visibility and no method of automatically notifying local markets, management or, most importantly, customer care of outage progress and status. This also caused an issue in that customer care management was unable to pass trends back to the network team to be able to identify and resolve issues quickly.

A client needed to be able to quickly and accurately identify information about possible and ongoing network outages. This information also needed to be shared with a group of key people via a web interfaces, via email, and other hand held devices. The tool needed to be versatile with quick ‘anywhere’ access. It also needed to be something that was agile enough to work for technicians in the field and in a customer care call center, so a desktop installed application would not be the most effective solution either. This is where PRG came in.

Solution: Outage Management Tool (OMT) Development

PRG was brought in to develop a custom solution for our client that became an even more essential tool for their business. Initially developed and launched in one region of its footprint, through expansion, it eventually became the tool of choice across its national footprint. When fully launched, the tool provided our client with visibility from a local perspective to identify and work outages and also provided historical tracking, and trending. But, moreover, from a national perspective it provided standardized outage reporting so that more detailed root cause analysis could be undertaken to identify longer term trends about its network or operational processes. By proactively working with the reporting provided, our client was able to standardize key metrics, reduce time tracking administrative tasks, reduce customer outage time, and push information about mean time to repair (MTTR) and downtime out to customer care centers so that customer service representatives (CSRs) would be able to inform customers how long the outages were projected to last.

We also built in many reporting features what went well beyond just the ability to communicate outages across
the company. The reporting modules we built provided data tracking for several key metrics for the company
including MTTR, pending scheduled outages for preventative maintenance, resolution window adherence, and
network availability (99.9999%). All of these metrics were standardized, measured, tracked, and were made
available for technicians, customer care, and company management, instantly.

Another great benefit to our client was the ability to support after hours dispatch activity with this information.
Throughout its development, we made sure that all system locations had as much information in real time as
possible to improve MTTR and network availability.

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The long term benefit to the client in this case study was that it wanted a multi-dimensional outage management
solution that it could design, implement, and rollout from the very beginning. Off the shelf software might seem
like an easier, more cost effective choice, as it might have some of the features needed; however, if you are
seeking a solution that is personalized and flexible then you should consider bringing in a trusted partner that can design, develop, and implement a more tailored one.

For more information about how we can help you, click here: More About PRG’s Application Development
(800) 294-4056 toll free – or email, appforyou@prgconsulting.net

There will be times that off-the-shelf will fit perfectly, while in other cases you will need to address some very specific needs and will likely not be able to find a solution that will be able to complete the required tasks. Below, we outline a real life example that helps illustrate this decision making process.

Case Study: Return Material Authorization (RMA) Tool Development

A client needed to automate a process that tracked outstanding materials that were being returned to a centralized warehouse. The process involved capturing a data feed from an outsourced vendor and to the data it needed to not only apply reporting metrics but also allow automated error resolution and track aging activity. The data feed from the vendor was a daily snapshot sent at 1 am. This snapshot, in its current form, while helpful, did not allow for any trending, or life cycle tracking.

This is where PRG came in. We were able to develop a custom solution for our client that took the daily feed and provided a comprehensive reporting solution that also allowed trending and other data manipulation. And, more importantly, it allowed our client visibility to identify and work errors and also provide aged records for historical tracking. By proactively working these records real-time our client was able to improve data integrity while realizing increased customer satisfaction and decreased costs of returned equipment.

Diving into the Case Study

The client was using a spreadsheet-based system that required someone to manually compare a current ‘worked’ list of records to those that came in daily from an external vendor. At first this was a workable solution when there were just a handful of records. But, as things scaled, our client found that this process was growing to thousands of records and the manual process no longer would be manageable in this manner.

They looked at multiple solutions. Through a search of off-the-shelf solutions they did not find one that exactly or even closely matched their needs. The next steps they considered were the following: either to build an internal database solution using possibly MS Access or to find a partner that could develop an outsourced application solution. After our client realized that they did not have the expertise or time to internally manage a solution they reached out to PRG to help.

PRG resources assessed the customer’s needs through a process and current worksheet or data tracking review. Then, PRG recommended that a simplified web-based database application would be the best solution as it would allow multiple users to work with the data simultaneously and allow management to pull real-time, accurate reporting. PRG resources developed the tool, developed the training materials, helped launch the tool, and then managed the implementation throughout launch and for the first few weeks to make sure data was being captured accurately and exhaustively, and then we released the tool to normal business operations..

Middle School girls engineer, construct and test a bridge in the Engineering workshop presented by Colorado School of Mines

According to Pam Denahy, 2012 conference co-chair, this year’s conference hosted 20 different career workshops that were taught by women who are working in those careers.  A few of the workshops at this year’s conference included: Archeology, Digital Arts, Engineering, ER Nursing, Forestry, Information Technology, Nursing Laboratory Simulation, Physician, Nurse Practitioner, Pilot, Radiology, Surgical Technician and Veterinary Science.  In addition the Air Force Academy presented Physics workshops and provided Air Force Cadets to assist in guiding the girls through the conference and representing leaders to the younger generation.

Physics Lab with US Air Force Academy cadets

This year’s conference had an additional special appearance by Antja Chambers from the Johnson Space Center in Houston, Texas.  Ms. Chambers is a Senior Systems Engineer in the Space Suits Development Office at NASA and was the Keynote speaker for the 2012 GIM Conference delivering a motivational speech for the girls as well as conducting three workshops during the day about aerospace engineering. 

Surgical Simulator with Nurse Instructors and Nurses from Arkansas Valley Regional Medical Center

Project Resources Group Director of Operations, Deb Dufour has served on the hosting committee for six years, serving as Chair for two years and Co-Chair for two years.   “The conference provides the opportunity for middle school girls to meet women who are working professionals in careers that require an educational background in math, science, or technology, and to experience hands-on activities associated with those careers.  I feel this is very important to increase the female ratio in technology related fields which tend to be higher wage professions and are currently male dominated.  In 2010 the American Association of University Women (AAUW) documented a troubling shortage of girls and women preparing to work in science, engineering, technology, and math. In order to close this gap, AAUW supports efforts that train teachers to encourage girls and other underrepresented groups to pursue careers in these fields.  The Girls in the Middle program is funded through grant support along with support from Otero Junior College; strives to assist in the efforts to close the gap.  I can attest being from a technology background and company myself, it is a good initiative to support,” said Dufour.

For more information on the Girls in the Middle Conference visit: http://www.ojc.edu/girlsinthemiddle.aspx

Veterinary Medicine presented by TLC Vet Clinic (pictured far right – Ariana Dufour, PRG Trouble Ticket Agent, who participated as a Team Leader for a group of ten middle school girls)

Management team members from PRG attended the Rocky Mountain Chapter of Women in Cable Telecommunications (WICT) Tech
It Out event.

The Rocky Mountain Chapter of Women in Cable Telecommunications (WICT) and Communications Technology Professionals (CTP)
partnered this year again for the award-winning Tech It Out (TIO) event at The Cable Center in Denver on November 10, 2011. The
2011 Tech It Out (TIO) initiative on November 10th was considered by attendees, speakers and sponsors a “Must Attend” event
for the WICT Rocky Mountain region chapter. It sold out in record time – as past attendees knew that space would be limited. A
new record was hit with 240 attendees, including 16 college and high school scholarship students, 24 esteemed speakers and 20
sponsors.

Tech It Out 2011 featured Teresa Taylor, a distinguished veteran in the telecommunications industry.

(L-R)Mike Dwyer, Mark Weibe, and Dean Flora at Adam's Camp Annual Golf Tournament 2011

Every year for the past five years, representatives from PRG have participated in an annual golf tournament that benefits a wonderful organization named Adam’s Camp. Adam’s Camp is a Colorado-based non-profit organization providing a variety of intensive, personalized and integrated therapeutic programs for children with special needs and their families, as well as recreational programs for youth and young adults with moderate developmental disabilities. The organization provides much needed therapy to children with such diagnoses as autism, Down syndrome, cerebral palsy, and other developmental disabilities.

Over this five year period, PRG has donated its time, assistance, participation, and sponsored holes for the event. Additionally, in 2011, Dean Flora volunteered as one of two co-sponsors for the golf tournament. The tournament was a success this year and we had a wonderful day. In fact, there was so much interest that we filled all allotted foursomes early in the recruiting process. Our position with this organization is that is all about the kids and these kids face odds greater than most of us have to deal with so it becomes a very worthwhile effort maintaining a certain level of support.

Each has spent years focusing on identifying risk areas, and then designing and helping implement value-added solutions. It is precisely that experience that has become the core foundation of PRG and the services we offer today.

Business Process Outsourcing

The breadth and depth of our BPO services makes us the perfect partner for your business.

“Our success has gained momentum nationally for our operational, management, documentation and consultative processes offering business process outsourcing services to organizations seeking greater flexibility, higher operational effectiveness and lower operating costs. Our BPO Unit can offer more breadth and value in a project/product life cycle than our competition.”

Our list of BPO services include: (Click on the links below to find out more!)
Telephony Record Processing
Call/Contact Center Services
Provisioning and Activation
Technical Support / Trouble Resolution
Data Research, Data Compilation and Data Generation
Process Document Management

PRG knows that nothing slows down a project or compromises quality like issues with materials. Nothing is more frustrating than losing a production day because you do not have the right materials for the job.

We have managed and staffed warehouses for our clients supporting multiple projects and multiple markets. We work with our clients and their vendors to make sure materials are in market when they are needed. We can assist you with BOM’s, purchase orders, capital tracking, inventory, and asset disposal. PRG also understands the costs associated with excess inventory and warehouse space. We believe in utilizing just-in-time inventory principles, minimizing your inventories and maximizing your turns. Your capital is working for you when it is deployed in the field, not sitting on a shelf.

Click on the links below to find out more!

Warehousing
Asset Disposal
Inventory and Auditing
Bills of Material (BOM) and Purchasing

PRG’s experience in broadband, law enforcement, insurance, business to business collections, and litigation, make us a leader in Outside Plant (OSP) Damage Recovery.  We have the proven ability to resolve damage claims effectively, resulting in improvements to construction budgets for our clients.  Our customers have accepted our recommended changes to their OSP damage claim recovery process, and our OSP Unit has continually exceeded their expectations.

Components of our OSP Damage Recovery Include:

Investigation
Investigation Report
Damage Scene Photos

Recovery
Based on State Dig Laws

Customized Reporting Tool
Provides Status of Damage Recovery Activity

Team of Professionals
Background Credentials

Mission Statement:
Integrity, Trust, and Passion are the core foundations of PRG. These characteristics exude from our OSP management team and recovery specialists. We believe partnerships create a successful TEAM.

As Your Recovery Specialist, PRG will:
Arrange for a local damage investigator to identify, pursue, and manage claims in your area.
Work with the markets/systems to establish specific damage identification and collection processes
Train area technicians on our claims management process, thereby ensuring the maximum recovery
Participate in periodic meetings with local contractors and system technicians to ensure effective relationships
Aggressively pursue damagers for timely and maximum recovery
If necessary, pursue internal or external legal assistance to ensure damagers are held responsible
Provide access to web-based claims entry system so that you can review real-time status of claims pending to date, including money recovery and money pending
Monthly recovery payments and reports are sent directly to your markets in a timely manner

PRG handles damages for providers in major metropolitan areas with several million people and small towns.  Our footprint is national in scope and we tailor our program to fit your needs.  Our professional investigators and recovery specialists are educated in construction regulations and the insurance industry and will maximize your recovery dollars.

Let PRG manager your plant damage recovery process so you can focus on your core business.