The telecommunications industry is constantly evolving. Fierce competition, changing service usage, the introduction of new technologies and new regulations are important drivers for change. All these changes have a process component. Whether the launch of a new service, a re-organization, outsourcing of the network or the implementation of new network technology, these changes are always accompanied by renewal of the business processes.
For the improvement of the service offered to the customers, the CRM (Customer Relationship Management) processes need to be refined. To enable customer support 24 hours a day, 7 days a week and to achieve costs savings, telecom providers put more and more attention on Customer Self-Support. Self-Support allows customers to purchase/change services at any time, allows customers to resolve issues themselves (e.g. a password reset), allowing customers to solve issues themselves (e.g. a password reset) or to report service incidents and provides them with online contract and billing information.
At the operational level numerous proces innovations are also introduced. The fulfillment processes of the telecom operators are being harmonized, striving for maximal process automation. A faster delivery process and operational cost reduction are the main drivers.
In alignment with the improvement of customer care services, the telecom operators need to transform from network oriented to service oriented operations. The service assurance processes need to be enhanced to identify service impact on network incidents and to inform the customers (in)directly about the service impact.
Also due to the outsourcing of IT, network and process management, mostly driven by cost reduction targets, new processes need to be deployed. Specific points of attention are the process interfaces between the telecom operator and network partner.
Market players from all over the world, united within the Telecom Management Forum (TMF), developed the Business Process Framework (formerly eTOM). This framework serves as a reference for the definition and renewal of the strategic and operational business processes. Aside the Business Process Framework, operators use ITIL for the process improvements focused on service assurance.
Using these frameworks and based on extensive industry experience, Prodapt Consulting supports telecom providers with their process innovations.
For defining and renewing the business processes, Prodapt Consulting consultants make use of a proven approach, an approach in which the processes are designed in close alignment with the business objectives and in conjunction with the design of the supporting data model and process automation (IT solution).
Within Business Process Management, we pay structural attention to the following aspects of business processes:
- Analysis and (re)design of the business process(es) together with the establishment of Key Performance Indicators.
- Modeling: where we use process decomposition models, swim-lanes, sequence diagrams, state/transition diagrams.
- Methodologies: we apply effective process (re)design methodologies e.g. Design For Six Sigma (DFSS) for the introduction of new products /processes, Six Sigma DMAIC for improvement of existing products/processes, Lean Value Stream Maps.
- Implementation: planning, training of employees, migrating data, working stock and work in hand, aftercare, handover to line organization.
- Monitoring and management: immediate measurement of KPI’s and structured reporting during implementation.
- Automated support or implementation by means of simulation tools, modeling tools, workflow engines, (process) reporting tools.