Study Guide Ask Yourself Training Purpose: This study guide has been designed to support your learning and skill attainment as you complete the Ask Yourself training course. This study guide provides information that supports the learning objectives of the course. It references important topics and concepts. Disclaimer: The content maintained within the web-based training course and this study guide is intended for training purposes only, and in no way should these be used as collateral for sales purposes or viewed as permission to proactively discuss Ask Yourself training with customers.

I. The Ask Yourself mission statement A. The Ask Yourself mission statement is to create a cultural change medium focusing on Empowerment. The best and perhaps only way to bring about improved network performance in terms of technology and capacity is through a workforce committed and enabled to provide service excellence.

II. The ultimate objective of Ask Yourself A. The objective of Ask Yourself is to improve network reliability through our people. Applying the Ask Yourself principles to every activity/process is the most valuable tool to ensure flawless customer execution and network reliability.

III. The Ask Yourself Program involves ten questions which must be asked and answered equivocally before work which may impact the network can proceed. These are the Ask Yourself questions. A. Do I have the proper and the appropriate building access permissions for the environment I am about to enter? B. Do I know why I’m doing this work? C. Have I identified and notified everybody – impacted customers and internal groups – who will be directly affected by this work? D. Can I prevent or control service interruption? E. Is this the right time to do this work? F. Am I trained and qualified to do this work? G. Are the work orders, MOPs, and supporting documentation current and error-free? H. Do I have everything I need to quickly and safely restore service if something goes wrong? I. Have I walked through the procedure? J. Have I made sure the procedure contains proper closure including obtaining clearance and release for the appropriate work center?

This document has been prepared and distributed pursuant to a strict review process. Under no circumstances should changes be made to this document without first submitting the changes for review to the author. AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. © 2007 AT&T Knowledge Ventures. All rights reserved. 08/31/07

IV. There are five When In Doubt principles. A. Escalate B. Engage Service Management C. Develop an Action Plan D. Establish the Bridge E. Dispatch

V. The Change Management/Network Events process A. The Change Management/Network Events process was designed to help achieve goals of striving for flawless network service and loyal customers. B. Through this process we can, prevent problems before they occur, do the right thing at the right time, and question the way things are done and suggest improvements.

VI. Important Definitions A. Network Event: any planned work that has the potential to interrupt or degrade AT&T customer service. B. Risk Factors (1-5): are assigned by the SMEs. Risk Factor 5 is the highest risk. C. Impact (Impact to the Network) – can be high, medium, or low. D. SNEM, AOTS, NATS: A system designed for planned activities that may or will interrupt customer service. In some cases it is a notification tool providing the methodology for Network Alarm Surveillance personnel and customer interfacing departments/groups in other cases it allows an automated method for NFS / Suppliers to create, submit for approval, retrieve, print and store SMOP forms. E. MOP, SMOP, Job Aid, JSA (Job Start Agreement): Detailed documents describing work to be accomplished by vendors/installation personnel and in some cases AT&T employees who install and sometimes turn-up network equipment for service; the network equipment (Network Elements) may be located in COs and remote sites (i.e. repeater stations, DLC sites, ADSL sites – sites being cabinets, huts, CEVs, customer premises, etc.). F. NFS , LFO & FWG (Field Work Group): Network Operations personnel employed directly by AT&T that work on Network equipment (sometimes referred to as Network Elements) in COs, and remote sites (i.e. repeater stations, DLC sites, ADSL sites – sites being cabinets, huts, CEVs, cable routes, customer premises, etc.). G. Electronic Job Folder (EJF), LOGIC, WMS: Web-based system created to automate the project installation process between Capacity Mgmt, E&I vendors and Network Ops. It assists with coordination, approval, acceptance, inspection and quality review of jobs with our central offices and serves as a notification tool of new work items, automatic escalation of past due work items, provides tracking performance data used for better management control. H. Referred to as an “Alpha Page” notification; AT&T Communications, Command, & Control3CP, RTP- Service Interruption Report: Network Event Reporting & Incident Management Procedures:= BSP 010-400-008BT Issue 13 Feb 2007, contain the procedures to be followed for a Major Network failure which incorporates notification of appropriate/key personnel.

Congratulations! You have completed this study guide! You should find it to be a useful resource to have during the Post-Assessment for the Ask Yourself Training course. You can also keep it to reference later while on the job.

This document has been prepared and distributed pursuant to a strict review process. Under no circumstances should changes be made to this document without first submitting the changes for review to the author. AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. © 2007 AT&T Knowledge Ventures. All rights reserved. 08/31/07