Evolving methodology for reporting from the field

Trouble reporting from the field is the vehicle by which operating telephone companies and vendors of telephone switching equipment exchange performance data. The changes that have taken place in trouble reporting have been driven to some extent by the changes in switching systems. The rapid deployment of diverse, high-technology systems and the increased requirements of the user community demand that the providers of network services, and the vendors of equipment used for these services, work toward expedient problem resolutions. The author discusses these issues in connection with customer reporting (internal and vendor escalation), vendor processing and customer feedback, and the establishment of action and working committees. It is concluded that there is a need for a common timely communication flow between customer and vendor