Telco-Case-国外电信行业流程管理案例

TheeTOMframework,orenhancedTelecomOperationsMap,isthecurrentstandardforbusinessprocessmappingintheTelecommunicationsindustry.eTOMdocumentsbusinessprocessesinadrilldownmethodology,usingalayerparadigm--fromtop-layerprocessesatthecustomerrelationslevel,downtoprocessesatthesupplier/partnerinteractionslevel.eTOMhasproventobeasuccessfulframeworkfortheindustry,buttherapidlygrowingTelecommunicationsindustryhasputincreasingdemandsonthemodel.Althoughitrequiresgreaterdetailinordertooptimizebusinessprocesses,andlacksanend-to-endviewofthecustomerexperience,theeTOMframeworkstillprovidesastrongstartingpointforprocessinventoryandclassificationformanyplayerswithintheTelecomindustry.TheeTOMFrameworkTheChallengeCreateaMatureProcess-CentricOrganizationAsisthecasewithvirtuallyeverymoderntelecomcompany,thenumberofproductsandservicesofferedhasincreaseddrasticallyoverthelast10years.Asaresult,firmsrequiregreatervisibilityandstandardizationinthemanagementofbusinessprocessesinorderforprocessoptimizationtobeachieved.Thecurrentindustrystandardfortelecomprocessframeworks,eTOM,hasbeenavaluableresource,buttheincreasingdiversityandcomplexityoftoday’sbusinessrequiressomethingmore.Lookingtooptimizeefficiencyanddeliverstrongervaluetoshareholders,anddrivenbyamajortechnologytransition,amultinationaltelecom(Telco)firmhasbeenpursuingexternalexpertisetoimproveandconsolidatetheircorebusinessprocessesfromacustomer-orientedperspective.ThisisthefirststeptowardsamajorreorganizationinvolvingadramaticreductionofthenumberofapplicationsandITplatformsused.TheSolutionUseBestPracticeFrameworkstoIncreaseProcessMaturityTomeetthischallenge,theTelcofirmrecruitedInterfacingbecauseoftheirexperienceinimprovingsub-optimalbusinessprocesses,aswellasdealingwithbestpracticeframeworkssuchaseTOMandAPQC’sProcessClassificationFrameworksm.Overaperiodof3months,InterfacingadaptedtheTelcofirm’sbusinessprocessdocumentation,transformingitfromavarietyofformatsandlevelsofdetailtoacommonstandard,suitableforbothinternalandexternalcommunication.Toimproveapplicationmanagement,productdevelopment,andcreatea‘leaner’businessmodel,businessprocessesmustbeunderstoodfromanend-to-end,customer-centricperspectiveinordertogainafurtherunderstandingofwhatisrequiredtodelivertheneededvalueatthelowestcost.Oncethistaskiscompleted,anITserviceproviderwillbeselectedtoconsolidateanumberofkeyaspectsoftheirITsystemsunderasinglebest-of-suiteproduct.ClarityandefficiencywhencommunicatingwiththissuppliercanonlybeachievedbyrelyingonastrongindustrystandardsuchaseTOM.InterfacinghasactedasaconsultanttotheTelcofirminintroducingandextendingtheeTOMframeworktoconsistofmultiplelevelprocessesbeyondtheconventionalmodel,takingintoaccountboththeimmediaterequirementsoftheITprojectandthefuturelifecycleoftheprocessdocumentationinthecompany.KeyPointsChallenge:CreateMatureProcess-CentricOrganizationSolution:AdaptBestPracticeFrameworksBenefits:GreaterEfficiency,ITAlignment,ImprovedCRMBuildingTelecomProcessFrameworkinSupportofMajorTechnologyTransitionPrintedinCanada11/20082008©InterfacingTechnologiesCorporationBuildingTelecomProcessFrameworkinSupportofMajorTechnologyTransitionBasedinMontreal,Canada,InterfacingTechnologiesCorporationisapioneerinprocessmanagementsolutions.Since1993,Interfacinghasprovidedprocessreengineeringsolutionstooverathousandorganizations,fromsmallbusinessestoFortune500enterprisesacrossvirtuallyeveryindustry.Inordertoprovideclientswithsolutionssuitableforalllevelsofprocessmaturity,Interfacingoffersarangeofproducts–fromasimpleFreeVisio®basedBPMNmodelingadd-on,toanEnterprise-Wide,collaborativeProcess&Riskmanagementsystem,theEnterpriseProcessCenter®.Interfacing’sBPMsolutionsaredesignedtobringthevalueofBusinessProcessManagementtoalllevelsofcompanyoperations,fromstrategytoexecution.Amongthemostnotablebenefitsarethestandardizationandalignmentofoperations(ISO,ITIL),clarificationofown-ership,andadherencetocompliance(SOX,BaselII,C-198).Inaddition,Interfacingutilizesavarietyofbestpracticestandardsandframeworks,suchasAPQC’sPCF,SixSigma,BPMN,SCOR,andeTOM,toensurethatthehighestlevelsofperformanceareachievedbyitsclients.Interfacingprovidesitscustomerswiththetoolsnecessarytoleveragecompanyknowledgethroughtheintegrationofsustainableprocess[e-mail]edinCanada11/20082008©InterfacingTechnologiesCorporationTheMethodMapAs-IsProcesses,ImplementTo-BeProcessesPhaseoneoftheProcessteam’sinvolvementhasconsistedofmappingas-isprocesses.Inordertoeffectivelyorganizeandcommunicatetheclient’sprocessesusingtheeTOMframework,theteamwasfacedwiththechallengeofadaptingtheexistingmodeltoreflectmultipledimensionsofbusinessprocesses.TheTelcofirmutilizedmultiplechannelsforsales,support,andcustomerservicewhileofferingmultipleproductsandproductfamilies.Eachcombinationofproductscomeswithadifferentprocessstreamaltogether,requiringaprocessmodelwellbeyondthedetailofeTOMinordertoeffectivelymapallofthepossibleprocesstouchpoints.Incoreareassuchasbillingorsales,theseprocessst