Introduction to NonStop Operations Management

The Operations Staff
Introduction to NonStop Operations Management–125507
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A Telecommunications Group
A Telecommunications Group
The example in Figure 2-4 shows a telecommunications group that is typical of
organizations that support multiple vendors. The group consists of entry-level,
intermediate-level, and line-management staff. The help-desk operators answer phone
calls from all users. The teleprocessing operators perform intermediate-level tasks and
maintain communications lines and modems. The manager and supervisors perform
line-management tasks. Equipment vendors supply senior-level support on a contract
basis.
Figure 2-4. A Telecommunications Group
EL
Network Data Communications
and Telecommunications
Manager
Teleprocessing
Hardware
Supervisor
IL
EL
LM
LM = Line-management tasks
SL = Senior-level tasks
IL = Intermediate-level tasks
EL = Entry-level tasks
Teleprocessing
Operator
IL
Teleprocessing
Planning and
Procurement
EL
Help-Desk
Supervisor
IL EL
Teleprocessing
Operator
Teleprocessing
Operator
Teleprocessing
Operator
EL
EL
Help-Desk
Operator
EL
Help-Desk
Operator
Help-Desk
Operator
Help-Desk
Operator
EL
Equipment
Vendors
007