CONTACTS 

SUBJECTS
DSL NTS Enter Net 300 Pac Bell DSL Software
31190677 Connection Dropped Timeout While Trying to Connect 472 CRC E
Correct Configuration to Avoid Noise on 8948 During Voice and DSL Tra
NP609940 New Problem Ticket Timeout While Trying to Connect and Conne
Examples Using SDS for Different Kinds of Work Professions
31835126 Case Number Error in Billing for Repairs of DSL Service on 0
Pac Bell Case Number 31835126 Case Number Error in Billing for Repair
Telephone Company Relies on Conversation Because Cannot Manage Inform
Cultural Drift from Literacy to Conversation Sole Reliance Because Ca
31835126 Case Number Error in Billing for Repairs of DSL Service on 0
Pac Bell Credit on Telephone Service Charges

6313 -
6313 -    ..
6314 - Summary/Objective
6315 -
631501 - Follow up ref SDS 41 0000. ref SDS 40 0000.
631502 -
631503 - Matt Ellenwood called...
631504 -
631505 -      phone number.................. 925 674 6876
631507 -  ..
631508 - Matt said he is reviewing the claim of adjustment in the amount of $77
631509 - on Pac Bell's invoice dated 030606, which was submitted to SBC on
631510 - 030616. ref SDS 39 0001
631512 -  ..
631513 - Matt's investigation aligns with planning in the call to Pac Bell on
631514 - 030715. ref SDS 41 C59T
631516 -  ..
631517 - Matt is the supervisor for Tim Mislin who did the work on 030512.  He
631518 - has a report signed by Rod Welch for the time that Tim was on site.
631519 - Matt feels this record supports Pac Bell's charges of $77.
631521 -  ..
631522 - I asked Matt if he has reviewed the record on 030616 submitted to SBC
631523 - with payment of the telephone bill, which shows that after Tim's time
631524 - card was signed showing onsite work, we learned later that the work
631525 - Tim did was defective and had to be replaced? ref SDS 39 KH4N
631527 -  ..
631528 - Matt said he has not seen that record.
631529 -
631530 -     This aligns with the report on 030715 explaining Pac Bell's
631531 -     information management procedures rely on documentation prepared
631532 -     by Pac Bell staff for accurate memory of organizational activity,
631533 -     but Pac Bell is unable to manage information received from the
631534 -     customer, because Pac Bell has difficulty handling, routing,
631535 -     storing and retrieving documents. ref SDS 41 C540
631536 -
631537 -         This record supports analysis on 991108 showing that working
631538 -         on the job over time errodes reliance on literacy because
631539 -         people spend most of time using conversation. ref SDS 6 7520
631540 -         More recently, on 020927 cultural drift is evident from
631541 -         comparing business practices of the 1940s and 50s that
631542 -         emphasized accurate communication, ref SDS 25 W682, whereas,
631543 -         current practice eschews accuracy because people only have
631544 -         enough time to rely on conversation. ref SDS 25 W657
631546 -      ..
631547 -     As a result, Pac Bell is forced weigh a transitory verbal
631548 -     explanation from the customer against a written report from Pac
631549 -     Bell staff.  This lack of balance in the record distorts
631550 -     decisions.
631552 -  ..
631553 - We reviewed the history of the case shown in the record on 030616,
631554 - which was submitted to Pac Bell on that date to support adjusted
631555 - payment. ref SDS 39 KH4N  The report was also submitted to Pac Bell in
631556 - answer to a quality control report, and a copy was sent to Jeff Conner
631557 - who coordinated the work on site. ref SDS 38 R06K
631559 -  ..
631560 - Matt said that despite these three (3) separate submittals, including
631561 - directly to his office, the information from the customer Matt needs
631562 - to perform his work of resolving a payment dispute was not given to
631563 - him.
631565 -  ..
631566 - Matt said that since the work performed on 030512 was defective, shown
631567 - in part by the report on 030610, ref SDS 38 544F, then Pac Bell's
631568 - charges cannot stand.  Matt said a credit of $77 will appear on the
631569 - next invoice to correct Pac Bell's billing error.
631571 -  ..
631572 - I asked if he needs a copy of the record confirming this call.
631574 -  ..
631575 - Matt said that he will make a note in his computer file of our call
631576 - that will be satisfactory for meeting Pac Bell reporting requirements
631577 -
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631579 -
631580 -
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631585 -
6316 -