Fierce competition, changing service usage, the introduction of new technologies and new regulations are important drivers of change in business processes. These changes also have a process component.
For improving the service offered to the customers, customer relationship management (CRM) processes need to be redefined. For 24/7 customer support and for cost savings, telecom providers put more attention to customer self-support. Self-support allows customers to purchase or change services at any time and resolve certain issues (such as a password reset). It also allows customers to report service incidents and provide online contract and billing information.
Also at the operational level numerous process innovations are introduced. The fulfillment processes within the telecom operators are being harmonized, for maximum process automation. Faster delivery and operational cost reduction are the main drivers behind these innovations.
For improving customer care, telecom operators need to transform from network-oriented to service-oriented operations. Service assurance should be enhanced to identify service impact on network incidents and inform customers directly or indirectly about service impact. Also, outsourcing of IT, network and process management driven by cost reduction paves way for the deployment of new processes. Specific points of attention are the process interfaces between 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 the reference for the definition and renewal of the strategic and operational business processes. Besides the Business Process Framework, operators use ITIL for the process improvements focused on service assurance.
Prodapt Consulting supports telecom providers with their process innovations with the help of these frameworks and our extensive industry experience.
For defining and renewing the business processes, our 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 redesign of business processes together with establishment of Key Performance Indicators
- Modeling: process decomposition models, swim-lanes, sequence diagrams, state/transition diagrams
- Methodologies: apply effective process 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, and Lean Value Stream Maps
- Implementation: planning, training of employees, data migration, working stock and work in hand, aftercare, and handover to line organization
- Monitoring and management: immediate measurement of KPIs and structured reporting during implementation
- Automated support or implementation by means of modeling and simulation tools, workflow engines, and process reporting tools