TMW Long Beach 04. The Business Process Model of an Mobile Operator and how it Supports Service Quality Management

Transcription

1 TMW Long Beach 04 The Business Process Model of an Mobile Operator and how it Supports Service Quality Karl-Wilhelm Siebert, Director, Vodafone D2 GmbH Helmut Friedel, Managing Director SIGOS GmbH Datum: Sept.04

2 Part I WS Process Model of an Mobile Operator Seite 2

3 Design Criteria for the Process Model > Flexibility in Market vs. Technology Leadership > allocate dedicated process responsibilities for Services and Infrastructure > Flexibility in organising the Value Chain > allocate dedicated process responsibilities for development, deployment and Operation as for Services and Infrastructure > Flexibility in defining the Architectural Frameworks > allocate process responsibility for technical processes on process level 0 and 1 across the whole infrastructure > Implementing the Four Eyes Principle espescially for Quality Aspects > allocate dedicated process responsibilities with most important Guideline Competences and End-to-End responsibility across the operational processes Seite 3

4 Process Model, Level 0 Processes with Guideline Responsibility Strategy, Enterprise Targets and Effectiveness Commitment Mgnt.. Process Process Market Process Sales & Customer Process Service Process Infrastructure Process Supply Chain Process Billing Process Enterprise IT Process Finance Process Corporate Affairs Product Life Cycle Mgnt Process office / core / life Infrastructure Lifecycle Mgnt Process Assurance (Quality & Security) Human Resources Process Processes with Operational Responsibility Seite 4

5 Technical Process Model Level 1 (customized etom) Service Process Service Development Service Deployment Service Operation Infrastructure Process Infrastructure Development Infrastructure Deployment Infrastructure Operation Strategy, Targets and Commitment Process Strategy Technique Strategy Marketing Strategy Sales Enterprise Effectiveness Process Process Project Assurance Process Quality Assurance Security Seite 5

6 Technical Process Modell Level 2 (part off) (based on etom, influenced by ITIL) Service Development Process Service Development & Retirement Service Capability Delivery Service Deployment Process Service-/Product Implementation Service Capability Implementation Service Operation Process Service Quality Service Problem Mgnt. Mgnt. Infrastructure Development Process Infrastructure Development & Retirement Service Configuration Mgnt. Capacity Mgnt. Availability Mgnt. Infrastructure Capability Delivery Infrastructure Deployment Process Infrastructure Detailed Planning Infrastructure Implementation Infrastructure Operation Process Performance Mgnt Fault Mgnt Maintenance Capacity Mgnt. Seite 6

7 Process based Service Quality > Guideline Processes with End-to-End responsibility across operational processes > implement common rules and control the results against clearly communicated KPI s > Integration of a company wide Standard Project Process (SPP) in our Process Model at Process Level 3 > integral approach as for the new product and services development and for the delivery of new system capabilities > > Manage the Service Quality by combined Product and Process Cockpits > online transparancy about the actual Service Quality via a hierarchical cockpit structure Seite 7

8 Part II HF Service Quality based on the Process Model Seite 8

9 Roles of the Guideline Processes > Vision, Strategy & Architecture Technique Process > architecture roadmap > architecture framework > Quality Assurance Process > company wide quality targets > company wide roll out of common quality rules > quality control on different management levels > continual quality improvement > Process > continual company effectivness improvement > Project > time to market > budget control > Life Cycle for the Products and the Infrastructure > allign the strategy with the daily business Seite 9

10 Sources of Service Quality Data > Network System > performance of the network components and systems > Monitoring Solution > performance and quality of the information flow in the network > E2E Probing of Services > quality of service testing in live network from terminal to terminal > Customer Information > complaints from CRM System > from customers acting as test persons ( feeled quality ) > Data Ware House Information > quality information about dedicated single events Seite 10

11 Manage Service Quality with a hierarchical Cockpit Structure Companies Goals Process Performance Companies Cockpit Financial Performance Market Performance Process Cockpit Product Cockpit... Service Administration and Billing Service Monitoring Cockpit Customer Relationship Fault Performance Configuration Security Trouble Ticket System Monitoring System E2E-Probing (ACCT) Data Ware- House MIS-Alea... Seite 11

12 Target Architecture Framework based on SID Business Framework Service Creation Service Presentation Customer Business Sales & Marketing Billing Access Personalisation Provisioning & Fulfilment Business Intelligence & MIS Supplier/ Partner Service Execution Content Enterprise Business Integration Product Service Enablers Trusted Transaction Mgt Service Technology Resources Rating Session/ Call Control Bearer Network Connectivity & Mobility Addressing Seite 12

13 Summary > Standard Processes based on etom are most probably possible > at Customer Interface > within Supply Chain > within Operation > etom and ITIL are complementary > etom is an excellent Generic Process Reference Model for a Vodafone specific Process Model > NGOSS/SID is an excellent Blueprint for a Vodafone specific Architectural Framework and an Information Model and gives good guidance for Interface Definitions either as a > Database interface or in case of > Middleware interface solutions > Standard System Interfaces are most probably possible in > Customer Systems > SCM Systems and probably in > N&SM Systems Seite 13

14 Thank You