7/6/11 by Carl Weinschenk
The industry’s field technicians are working hard to keep up with the massive changes that the Internet and, subsequently, wireless technology have brought. One thing that would help, observes Garrick Russell, president of broadband billing and management provider Great Lakes Data Systems, is a better way to handle the information about all the devices in the home.

Such a move clearly would drive great efficiencies. “If the industry could do one thing better, it would be to either aggregate the support data related to diagnosis and trouble shooting and present it more holistically or build standards around that data,” he explained. “Now you can have 15 vendors in one operator, and they don’t report the same way.”  Read the rest of the article here.