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EDUCATION Page 14 TECH TIP: "Know Your Colors" "How to Profit from Customer Satisfaction —The ICT Quality Connection" by Mark Boxer, OFS Applications Engineering Manager These colors are in order, with the new colors to the right of the traditional 12 colors. Please join us for our next BICSI webinar, a cost-effective way to gain industry knowledge. Earn one CEC and interact with industry experts in real time. "How to Profit from Customer Satisfaction—The ICT Quality Connection" Webinar Date: Wednesday, 8 January at 2 p.m. Eastern Standard Time Presented by: Keith P. Johnson, RCDD, NTS, RTPM, CT BICSI ICT Training Delivery Specialist In the past, contractors and vendors commonly thought of information and communications technol- ogy (ICT) quality as the achievement of good test results from their own perspective. Nowadays, good test results alone will not help you retain your existing customers, acquire new customers or win back lost customers. In this webinar we will explore Total Customer Satisfaction, which is synonymous with total quality from the customer's point of view. You will learn how to view quality through the eyes of the customer, identify which factors your customers value the most and learn how to conduct customer surveys. We will also explore how customer satisfaction defines quality and your progress as you embark on a total customer satisfaction program designed to increase your profitability. Click here to register now. About the Presenter: Keith P Johnson, RCDD, NTS, RTPM, CT, has worked in the ICT industry for over 20 years in many roles, including IT and telecom consultant, engineer, designer, project manager and trainer for service providers, as well as for end user corporations. Keith has been a member of several quality teams in the past utilizing the Deming Management Method, Qualpro and the Total Quality Management System. These systems encouraged the design and evaluation of change experiments, which raised customer satisfaction levels, improved efficiency, reduced waste and increased profitability. NEW JANUARY WEBINAR ANNOUNCED: Most technicians who have been working around fiber for a while know the 12 most common colors. They are, in order: Blue, Orange, Green, Brown, Slate, White, Red, Black, Yellow, Violet, Rose and Aqua. However, over the past couple of years, some new colors have been ratified by the TIA Standards Program. The main docu- ment is TIA-598-D-1 and it references four new colors: Olive, Magenta, Tan and Lime. The committee went to great lengths to make sure that the new colors are discernable from the older colors. These colors are beginning to make their way into networks around the United States and the rest of the world. So, if you're in a situation with more than 12 fibers in a buffer tube or bundle, you may see some of these new fiber colors in your network.

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