Transformation des processus d'entreprise en utilisant agile Lean Six Sigma et et les composants cadres:
The purpose of this paper is to suggest an enhanced Process model with customer experience focus and its related documentation structure applicable to many industrial contexts. Since the Business Process Framework, also known as eTOM, is originally a Process Model for Telco industry and now being used broadly in many industries, ISO9001 is a historical and generic standard with customer focus, and there is always a question about how to integrate the Business Process Framework and ISO9001, the enhanced process model will be based on the integration of the Business Process Framework and ISO9001 highlighting the customer aspects to meet the current trends within Telco and many other industries.
The management system, containing the organization, the processes based on this integration, and the performance management system is called an Integrated Management System (IMS). The paper focus is on the processes and its introduction is about Telco Business context since the Business Process Framework was born within this industry. But, the suggested IMS is applicable to many service companies and many organizational units of any industry (Ex.: any Information System organizational unit, with its service Portfolios, of any industry) since the Business Process Framework and ISO9001 are too.
Conception d'un système de gestion intégré renforcé avec expérience d'orientation client:
The business transformation, a worldwide trend in many industries, is to improve the business performance in order to remain competitive in a challenging market. To accompany Telco industry in this trend, TM Forum issued Frameworx which addresses the key business aspects namely process, information, application and integration ones.
The purpose of this paper is to present a methodology for Telco business process transformation harmonizing Frameworx and Lean Six Sigma (L6S) since it is well proven methodology supporting this transformation. This harmonization increases the L6S agility. The focus of the current paper is on the Define phase of L6S, with some highlights about other phases, supported by a case study. The Define phase activities all together are named “Core Engineering aspects”.
Conception et mise en œuvre d'une solution de Business Intelligence Telco en utilisant eTOM, SID et métriques d'entreprises:
Facing the new market challenges, service providers are looking for solutions to improve three major business areas namely the Customer Experience, the Operational Efficiency and Revenue and Margin. To meet the business requirements related to these areas, service providers are going through three major transformation programs namely the Business Support Systems (BSS) transformation program for Customer related aspects, the Operations Support System (OSS) transformation program for mainly service Fulfillment and Assurance and Resource (Application, Computing and Network) Fulfillment and Assurance, and Time To Market (TTM) Transformation program for Products and Services development and management. These transformations are about making a transition from a current situation with all its views (Ex.: Process, Information, Application, Technology) to a desired one. The information view transformation is about reorganizing and reengineering the existing information to be used for the day to day activities and reporting to support decision making. For reporting purpose, service providers have to invest in Business Intelligence (BI) solutions for which the main purpose is to provide the right information in a timely manner to efficiently support the decision making. One of the key BI challenges is to model an information structure addressing a specific subject area, named Data Mart, where to host data coming from multiple sources.
The purpose of this paper is to suggest a step by step methodology to design a Telco Data Mart, one of the fundamental BI components. Order-To-Payment, an end to end customer process, will be used as an application for this methodology. Our methodology consists on bringing together the concepts of business intelligence and the telecom business frameworks developed by the TM Forum: the Business Process Framework (eTOM), the Information Framework (SID), and the Business Metrics. Throughout this paper we will highlight the different tasks leading to the implementation of the Telco BI solution, including the scoping and mapping between the different telecom frameworks which aim was to refine the work already done by the TM Forum members and to create the missing links between the three frameworks, selecting the convenient performance and quality indicators (KPI), modeling the Customer Experience Data Mart and elaborating the dashboard system. The advantage of this solution is its ability to adapt to any Telco enterprise architecture since it’s built around the business standards