NEED for NEXT STEP

Advances in the deployment of new technologies continue to effect Verizon's ability to keep a large number of technicians current. The need for specific technical support for new products and services is escalating. In the 1980's and 1990's, 80% of technical problems were solved by reference to Bell System Practices, Manuals, and stepped work processes (broken down so each could do a part.)

Today, 80% of the technical problems must be solved by a working knowledge of current technologies (ever changing) and intuitive problem solving stemming from that increased knowledge. Now, it's impossible for an individual technician to know all that is necessary to resolve increasingly complex and changing situations. Technicians need to support each other in strengthening their knowledge and experience base.

Launched in 1995 in anticipation of the changing nature of problem resolution, The Next Step Program broadens the knowledge base of the technician and improves communication, team-building, and lifelong learning skills.