The In-Home service department is the operational hub of dish network; it is where all customer based operations are done. Management of all the players in this department is an immense undertaking. Everything has to be properly coordinated and executed. Due to the fact that the outcome of this organized dance affects Dish’s customers directly all aspects are scrutinized carefully. The department is responsible for installation and service of customers TV systems so time is very important and precious.

Let us discuss the flow of information and where it goes from the time the customer contacts
Dish to the moment the job is closed by the technician. The customer is contacted by the customer service department where the information begging to accumulate. All pertinent information is taken from the customer name. Address, billing information and work requested. The data is stored in the management system, attached to the customer’s name is a work order which is processed and sent to field control database, this database contains all work orders and their deadlines . It also contains all the technicians available for that date and their skill sets to manage specific jobs.

The data is organized within work order template, containing the pertinent information, other data for the customer can be accessed but it is not presented for simplicity of the installation department. Technicians log into the data management system with secure credentials to view and edit the work orders. The information is available in real time and is shows immediately, corrections or added information made by authorized persons. Once the work order is accessed by the technician mobile device isit is theirs to handle until the job is closed. What that means the customer is not the main priorty of the technician they are to make sure that the job is started in the estimated timeframe and that all necessary equipment is available.

The jobs are listed on the technician mobile with estimated arrival times another database access the jobs constantly throughout the day and places automated calls to the customers informing them of any delays, this relieves the burden of the tech being aware of missing timelines. Once the technician arrives at the customer’s premises the job is started tell the system that the technician has arrives and the job is in the process of being completed. The technician will at that point verify with the customer all the pertinent information and make changes if necessary. These changes are immediate and anyone authorized can access it. During the install any required information that is requested by the technician such as inventory report and activation of equipment is a two way communication with the data management systems because it also communicates with stock and inventory database system that updates itself throughout the day. The request is immediately granted or denied with specifics of the denial, so that it can be rectified.

After the installation is finished there is still a few things that have to be recorded, the customer has to signed contracts, this is dine on the technician mobile device. The electronic contract is accessed on the mobile device where the customer can peruse and sign with direct input from a stylus. The signed contracts are then stored with the customers profile in the data management system. Recorded to the IT system is the person who did the install what was done and the customer approved the install, the system also closed s the job for the technician and sent the information to accounting systems where the billing sequence is initiated.

The compiled information has enough relatable data to network with a decision support system that enables executives and managers to have data helping them make conclusion about many various things. The information can be used to see the performance of the technician, how long it takes to do specific jobs, where is the largest concentration of customer and many other things. The information contained in these reports help executive makes decision that directly impacts the company.

Obviously the information collected from the inception of this transaction to the completions in depth in volume. This information must be stored properly and more importantly securely, customers pur their trust in Dish to keep their information confidential. The credibility of the company is dependent on their ability have secure information systems that protect its data, mobile devices must also be controlled and diligently handled. Mobile devices are secured by having them password protected and used by authorized and accountable persons. If the enterprise system is not accessed by remote devices then the next method is directly from the internal network where all terminals must provide correct credentials.