The Cincinnati Water Works Discussion

January 3, 2023

The Cincinnati Water Works Discussion

Order Number	636738393092
Type of Project	ESSAY
Writer Level	PHD VERIFIED
Format	APA
Academic Sources	10
Page Count	3-12 PAGES

Instructions/Descriptions

The Cincinnati Water Works Discussion

Unit 7 DB: The Cincinnati Water Works The Cincinnati Water Works (CWW) serves approximately 1 million customers. Its billing system allows customer service representatives (CSRs) to retrieve informati
Unit 7 DB: The Cincinnati Water Works

The Cincinnati Water Works (CWW) serves approximately 1 million customers. Its billing system allows customer service representatives (CSRs) to retrieve information from customer accounts quickly using almost any piece of data such as customer name, address, phone number, social security number, and so on. Besides a customer’s account history, the system contains everything that was said in a call, including documentation of past problems and their resolution. An integrated voice response system provides automated phone support for bill paying and account balances, tells customers of the approximate wait time to speak to a CSR, and allows the customers to leave a message for a CSR to return a call. An information board in the department shows the number of customers waiting, the average length of time waiting, and the number of CSRs that are busy and doing post-call work. A pop-up screen provides CSRs with customer data before the phone rings so that he or she will have the customer’s information before they even say hello. Work orders are taken by CSRs, such as a broken water main or leaking meter, are routed automatically to a field service supervisor for immediate attention.

This system is also used internally to allocate maintenance workers when a problem arises at a pumping station or treatment facility. A geographic information system is used for mapping the locations of water mains and fire hydrants and provides field service employees, meter readers, and contractors with exact information to accomplish their work. Handheld meter readers are used to locate meters and download data into computers. Touchpad devices provide exterior connections to inside meters, eliminating the necessity to enter a house or building. CWW has also installed automated meter readers and radiofrequency devices that simply require a company van to drive by the building to automatically obtain readings.

Discuss how technology has affected the processes of CWW. What specific types of improvements (quality, cycle time, etc.) were these applications designed to address and why? Can you think of similar uses of these technologies in other service applications?

Please provide supportive feedback to two of your peers.

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The Cincinnati Water Works Discussion

RUBRIC

Excellent Quality

95-100%

Introduction

45-41 points

The context and relevance of the issue, as well as a clear description of the study aim, are presented. The history of searches is discussed.

Literature Support

91-84 points

The context and relevance of the issue, as well as a clear description of the study aim, are presented. The history of searches is discussed.

Methodology

58-53 points

With titles for each slide as well as bulleted sections to group relevant information as required, the content is well-organized. Excellent use of typeface, color, images, effects, and so on to improve readability and presenting content. The minimum length criterion of 10 slides/pages is reached.

Average Score

50-85%

40-38 points

More depth/information is required for the context and importance, otherwise the study detail will be unclear. There is no search history information supplied.

83-76 points

There is a review of important theoretical literature, however there is limited integration of research into problem-related ideas. The review is just partly focused and arranged. There is research that both supports and opposes. A summary of the material given is provided. The conclusion may or may not include a biblical integration.

52-49 points

The content is somewhat ordered, but there is no discernible organization. The use of typeface, color, graphics, effects, and so on may sometimes distract from the presenting substance. It is possible that the length criteria will not be reached.

Poor Quality

0-45%

37-1 points

The context and/or importance are lacking. There is no search history information supplied.

75-1 points

There has been an examination of relevant theoretical literature, but still no research concerning problem-related concepts has been synthesized. The review is just somewhat focused and organized. The provided overview of content does not include any supporting or opposing research. The conclusion has no scriptural references.

48-1 points

There is no logical or apparent organizational structure. There is no discernible logical sequence. The use of typeface, color, graphics, effects, and so on often detracts from the presenting substance. It is possible that the length criteria will not be reached.