Abstract
In the development of a computer-based system for automated testing of telephone lines and improved processing of customer trouble reports, a specific subsystem was developed for the personnel who will work in the automated repair bureau. This subsystem, the Personnel Subsystem (PSS), consists of (1) the people within the system, (2) the criteria by which they are selected, (3) the designed and documented process by which they are trained, and (4) the reference documentation through which on-the-job performance is maintained. This paper outlines both the process used in developing that PSS and the crucial role that PSS design played in integrating the software, hardware, and personnel components into a total operational system.
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