Section 2 : Chapter 4

SECTION 2 : CHAPTER 4

COVERAGE MODELS FOR

REVENUE ASSURANCE

No problems solve themselves; somebody must DO SOME-

THING!

When it comes to Revenue Assurance, that statement sums up the

situation. All of the best systems, applications and processes in the
world are never going to deliver profit to the business unless the
organization, operations and skilled personnel are in place to take
action and turn the Revenue Assurance into a reality.

Revenue Assurance is not about making it easier for people, or about

finding ways to lighten someone’s workload, or even about finding
an RA hero to congratulate and reward.

For the most part, Revenue Assurance is about monitoring, control-

ling, investigating, and resolving errors (or other types of problems
that come up). It is clearly a policing and monitoring activity and, as
such, RA is viewed with displeasure by most people involved in the
process. Performing Revenue Assurance is tedious and intrusive. It
requires that someone check up on how you are doing your job.

Not only can RA become irritating when revenue assurance investi-

gators discover a problem, a lot of blame and anger can ensue. After
the immediate anger, much difficult and unanticipated work plus ex-
pense must be dealt with while the problem is being fixed.

It is obvious why, with these conditions, there is considerable

amount of organizational resistance to RA, especially within the

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