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Maintenance News 25 Contents Editor: Ron Quinney (LES 1.5.4) Room 301, Editorial 203 High Holborn No noise is good noise- Telcare 1 LONDON WC1V 7BU Telex Plus 4 01-432 2806 Re-program your memory fast 6 Maintenance News Transverse-screen cables for digital transmission 7 New TIPs 8 Quality in the field 10 Mini computer maintenance in BT Newcastle 12 The TXD maintenance organisation 13 TXE4: Performance update 15 N NCC review 1968-1984 19 Cellular radio 20 Blinded by the light 21 Letter 25 National Networks: Maintenance News aims to provide a medium trunk services- maintenance 26 for two-way communication between maintenance Electronic component engineers throughout British Telecom. If you want Fast Response Service- FRS 29 to write about anything you may have seen in The Materials and Maintenance News, or indeed, about any Components Centre (MCC) 31 maintenance topic, send your letter to: The Editor, Stop press 31 Maintenance News, Room 301, 203 High Holborn, London WC1V ?BU. Say what you like, but the Editor may tone comments down if he decides to publish. Do please give your full address. Produced by Local Communications Services Editorial No noise is good noise­ Teleare There are two reasons for giving by Roger Sutton LES 4.2.1 Causes of noise Maintenance News a facelift in silver this Noise is not a new problem. Even so, A special study was camed out to determine time. Firstly, in celebration of issue number transmission difficulty is still the main the main causes of noise in the network and 25 and, secondly, to act as a marker on your cause of concern to customers using the to propose remedial action. Many bookshelf in the otherwise white-edged automatic telephone service. BT has investigations had been carried out in the display of back numbers I taken a fresh look at the problem so that past, but all had concentrated on a specific I make no apology for plugging "Repair remedial action could be started to part of the network in isolation from both the Care", following the mailing to all Area improve noise and transmission rest of the network and customer experience managers during September of a new performance. The most important aspect of this latest study brochure bearing that title. The brochure looked at the network as a whole and related describes the kind of services available from Telcare the problem to customer opinion. The British Telecom's 58 Area Repair Centres BT introduced Telcare (TELecom Customer investigation team visited customers who had (ARCs). Between them, they dealt with more Attitude REsearch) to assist in its drive to reported noise faults to a Repa1r Service than 200,000 electronic units last year One improve service quality and to tailor 1ts Control (RSC). Detailed investigation was of their more important tasks, as BT enters services more closely to meet customers' made of each customer's complaint, using the new era of accountability to its requirements. Telcare is a system of monthly, diagnostic questions, test calls and some customers, is to maintain quality. Area Repair nationwide telephone surveys with computer purpose-designed testing aids. Any noise Centre managers wiil be learning more of this assistance. To ensure complete impartiality encountered was recorded, measured and 1ts during the coming months as the new this task is carried out by external research source traced. standards of quality are implemented Les agencies. They use trained Interviewers and Waller's article in this issue, "Quality in the conduct over 1.5 million interviews nationally Results Field", introduces us to some aspects of this a year. Interviewers ask for customers' Not surprisingly, the team proved that topical subject. perceptions of one of four main reproducing and locating no1se faults­ Ron Quinney telecommunications activities Provision of particularly intermittent ones- was very Editor Service, Repair Service, Telephone Billing difficult and was not aided by existing test and Automatic Service. equipment and procedures Figure 1 shows In the Automatic Service survey, a random the team's findings as to the causes of noise sample of customers was asked a number of and compares them with the results recorded questions regarding their last telephone call. by the same RSC in the preceding month. Results showed that noise and poor The main points to note are transmission were the main causes of • the lower percentage of faults proved on to customer difficulty- noise being the most the customer's apparatus (45% against significant factor. 68%) - F1gure 1 Causes of noise Exchange and network faults apparatus in the period before an These results demonstrate the difficulty field investigation. This is quite understandable staff have in proving faults into the exchange and has some public relations benefits. But a and beyond. The team found that the only problem arises when this action is recorded effective way of achieving this was by as the clear for the fault, often leading to a following new procedures and using specially repeat complaint from the customer. It designed testing aids. It is particularly means too, that the business is planned on important to locate and clear such faults as false statistics. The new procedures do not they can each affect many customers. One preclude the changing of transmitters- in of the faults found during the investigation fact, carbon granule transmitters are provides a good example -a customer had replaced by electronic types on all noise or been complaining of noise for at least six transmission complaints. months and five unsuccessful visits had already been made by BT engineers. The Right when tested (RWT) clears cause of this fault was a faulty clock card on Staff have a natural reluctance to record a major 24-channel PCM route which 'RWT', preferring to demonstrate that they affected several channels of the system have found a fault. This is shown by the lower Clearly this fault must have affected a very number of RWT 'clears' recorded in the large number of other customers during this period before an investigation. Analysis of period and would have generated many other fault reports from several Areas indicates Figures in brackets are unsolved complaints. The affect on customer that this can lead to a repeat fault rate of as for the previous month opinion caused by this type of fault is only too much as 27% for noise and transmission at one of the RSC's visited obvious. reports at some RSCs. • the higher percentage of faults proved into the exchange and network (21% against Customer apparatus faults Distant end faults 7%- a f1gure that is well above the Because of the difficulty- outlined above- of Six per cent of the faults were proved to be at national average of 3%) proving exchange and network faults, there 1s the distant end, something that is very rarely, • the higher percentage of faults proved a tendency for the Customer Apparatus and if ever, considered or proved at present. An Right When Tested (RWT) (16% against Line (CA & L) engineers to change the example would be that of a customer who 9%) telephone transmitter if no other fault is regularly called one number and often The results showed clearly that the readily apparent. This tendency is indicated experienced noisy calls. Because the fault carbon granule transmitter was the single by the significantly higher percentage of could have been at either end of the mam cause of no1se. 'clears' recorded against the customer's connection, it would only be by chance that 2 the customer with the fault would be the first • make test calls to non-metering 'quiet' lines the noise and transmission performance at one to complain. and/or distant customers those exchanges • introduce a minimum procedure for CA&L • several junction faults were identified, each Co-operation engineers to assist them in the difficult task affecting many customers. In one instance It was found that there was a general lack of of ·proving' noise and transmission faults all 30 channels of a PCM system were co-operation between exchange staff and • set up special teams, Noise Action Groups found to be faulty which is likely to have CA&L staff. To ensure that a noise or (NAGs), for handling the more difficult faults affected many thousands of customers transmission fault is correctly localised, the • accelerate the replacement of carbon before eventually being located line needs to be split at the MDF, so it is granule transmitters • a reduction in the number of written essential for exchange staff to fully co­ • use specialised maintenance aids for the complaints and Telcare Area referrals operate with CA & L engineers tracing location and clearance of noise and • an increase in job satisfaction. customer complaints. Such co-operation transmission faults As a result of the experience gained, needs to be immediate to maintain a good • keep adequate records to allow 'blackspot modified procedures were issued nationally public image. A 'line splitting' box- known as analysis' (see MN 21). in April 1984. Most Areas have adopted them, an Exchange Interface Unit, has been or are in the process of doing so. developed to simplify this task and to hold an Pilot area results already established exchange connection. The Action Plan was issued nationally in Now it's up to us This unit should be widely available soon. October 1983 and the first four Areas to The need to improve our noise and Another important discovery was finding adopt it were closely monitored. The results transmission performance, and our image at whole verticals of unsoldered new work on from these Areas over a four month period this time of liberalisation, competition and MDFs- and these were not wire wrapped confi~med the earlier results and also showed privatisation, has been highlighted by the joints! It was also found that the Tele 282- the following benefits: Telcare results.
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