We used to have a similar process but our MTTR average was close to 8hrs at that time. Lost time between dsipatch Q's, waiting on a cable tech if needed, and then the ticket getting passed back and forth between cable and cirucits, was causing excessive time on tickets. So our district manager formed a "Tag & Test" crew. These techs work hand in hand with our CO/Network guys on all installs and repair tickets. This has cut our MTTR average in half. It works really well, we never have to wait on cable if needed. It may cost the company a little extra on tickets where they weren't needed but if sure keeps our customers happy. We are in a somewhat rural area here. Most of our circuits are on copper with many of them on repeater'd routes. I'm sure if would be different in a metropolitan area. As a side note in this area CO/Network handles all the Central Office work, we maint and build all the spans to our concetrators and DSLM's, we install and maintain all our circuits. We also maintain all of concentrators as well. So needless to say we stay pretty busy.

Yesterday is a cancelled check, tomorrow is a promissory note, today is the only cash that you really have. So redeem the time and make the most of every opportunity.