Enabling Operational Excellence
Enabling Operational Excellence
Enabling Operational Excellence
Enabling Operational Excellence

TURNING OPERATIONAL KNOWLEDGE & COMPLIANCE INTO A COMPETITIVE EDGE

We systemize tacit knowledge into explicit knowledge

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Wireless Billing Responsibility re: Death in the Family … Count-Down of Silly Rules from the BBC2011 Contest – #2

When I worked for a wireless company years ago they had a rule that stated, “If a subscriber requests to modify the billing responsibility for their account, they must perform the Change of Responsible Persons Submission (CORPS)”. Unfortunately the CORPS term was applied to the customer services scripts within the call center. This wasn’t an issue until a family member called to report a death and their need to retain the wireless account. The customer services agent would tell the caller that prior to modifying account info, the caller would first need to submit a CORPS. ~~~~~~~~~~~~~  Acks: Russ Pena

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Ronald G. Ross

Ronald G. Ross

Ron Ross, Principal and Co-Founder of Business Rules Solutions, LLC, is internationally acknowledged as the “father of business rules.” Recognizing early on the importance of independently managed business rules for business operations and architecture, he has pioneered innovative techniques and standards since the mid-1980s. He wrote the industry’s first book on business rules in 1994.