Transcription
TMW Long Beach 04The Business Process Model of an Mobile Operatorand how it Supports Service Quality ManagementKarl-Wilhelm Siebert, Director, Vodafone D2 GmbHHelmut Friedel, Managing Director SIGOS GmbHDatum: Sept.04
Part I WSProcess Model of an Mobile Operator19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSeite 2
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 andOperation as for Services and Infrastructure Flexibility in defining the Architectural Frameworks allocate process responsibility for technical processes on process level 0 and 1across the whole infrastructure Implementing the ‚Four Eyes Principle‘ espescially for Quality Aspects allocate dedicated process responsibilities with most important GuidelineCompetences and End-to-End responsibility across the operational processes19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSeite 3
Processes with Guideline ResponsibilityProcess Model , Level 0Strategy,EnterpriseTargets andEffectivenessCommitmentMgnt.Mgnt. ProcessProcessMarket Management ProcessProduct Life CycleMgnt Processoffice / core / lifeInfrastructureLifecycle MgntProcessAssurance(Quality &Security)Sales & Customer Management ProcessService Management ProcessInfrastructure Management ProcessSupply Chain Management ProcessBilling ProcessEnterprise IT ProcessFinance ProcessCorporate AffairsProcesses with Operational Responsibility19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSeite 4HumanResourcesProcess
Technical Process Model Level 1(customized eTOM)Service Management ProcessService DevelopmentService DeploymentService OperationInfrastructure Management ProcessInfrastructure DevelopmentInfrastructure DeploymentInfrastructure OperationStrategy, Targets and Commitment ProcessStrategy TechniqueStrategy MarketingStrategy SalesEnterprise Effectiveness Management ProcessProcess ManagementProject ManagementAssurance ProcessQuality Assurance19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSecurity ManagementSeite 5
Technical Process Modell Level 2 (part off)(based on eTOM, influenced by ITIL)Service Development ProcessService Development & RetirementService Capability DeliveryService Deployment ProcessService-/Product ImplementationService Capability ImplementationService Operation ProcessService Quality Service Problem Service Configuration structure Development ProcessInfrastructure Development & RetirementInfrastructure Capability DeliveryInfrastructure Deployment ProcessInfrastructure Detailed PlanningInfrastructure ImplementationInfrastructure Operation ProcessPerformance Mgnt19/10/2004Fault MgntMaintenanceKarl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSCapacity Mgnt.Seite 6
Process based Service Quality Management Guideline Processes with End-to-End responsibility across operationalprocesses implement common rules and control the results against clearly communicatedKPI‘s Integration of a company wide Standard Project Management Process (SPP)in our Process Model at Process Level 3 integral approach as for the new product and services development and for thedelivery of new system capabilities Manage the Service Quality by combined Product and Process Cockpits online transparancy about the actual Service Quality via a hierarchical cockpitstructure19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSeite 7
Part II HFService Quality Managementbased on the Process Model19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSeite 8
Roles of the Guideline Processes Vision, Strategy & Architecture Technique Process architecture roadmap architecture framework Quality Assurance Process company wide quality targetscompany wide roll out of common quality rulesquality control on different management levelscontinual quality improvement Process Management continual company effectivness improvement Project Management time to market budget control Life Cycle Management for the Products and the Infrastructure „allign the strategy with the daily business“19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSeite 9
Sources of Service Quality Data Network Management 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 events19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSeite 10
Manage Service Quality with ahierarchical Cockpit StructureCompanies‘ GoalsCompanies‘ ssCockpit.19/10/2004ServiceAdministrationand BillingFaultManagementTrouble ilhelm Siebert, Vodafone; Helmut Friedel, entData WareHouseSeite 11MIS-Alea.
Target Architecture Framework based on SID Business FrameworkServiceService alisationProvisioning &FulfilmentBusiness Intelligence& MISSupplier/ agementTechnologyResourcesManagementService ExecutionService EnablersBusinessTrusted TransactionMgtSales & MarketingBillingRatingNetworkSession/ CallControl19/10/2004BearerConnectivity &MobilityKarl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSAddressingSeite 12
Summary Standard Processes based on eTOM are most probably possible at Customer Interface within Supply Chain Management within Operation eTOM and ITIL are complementary eTOM is an excellent Generic Process Reference Model for a Vodafonespecific Process Model NGOSS/SID is an excellent Blueprint for a Vodafone specific ArchitecturalFramework and an Information Model and gives good guidance for InterfaceDefinitions either as a Database interface or in case of Middleware interface solutions Standard System Interfaces are most probably possible in Customer Management Systems SCM Systems and probably in N&SM Systems19/10/2004Karl-Wilhelm Siebert, Vodafone; Helmut Friedel, SIGOSSeite 13
Thank You
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
