Telecoms Market

The telecoms market is diverse and complex. The impact of the deregulation of the market has accelerated the drive towards lower costs, higher levels of customer service and new product deliveries. It affects the incumbent in different ways to their new competitors. The telecoms market place is particularly arcane; delivering a service to a customer typically involves integrated order management with a number of third party suppliers, as well as the complex technical aspects of the network planning and provision of service. Add to this the complexities engendered by the nature of competition – customer switching on price and service from one operator to the next – and the industry as a whole is in transition.

The challenge to successful companies is to consistently innovate their existing service offerings, at the same time as streamlining their end to end processes; from order capture through to fulfilment.

This is where BPM can really add value, by co-ordinating processes, improving transparency and visibility of all essential management information required, for continuous innovation and improvement.

We have worked with both Tier 1 and Tier 2/3 companies on a variety of telecoms projects. Typical business issues that can be resolved through BPM are:-

• The need to demonstrate for regulatory purposes compliance to a range of processes for auditing purposes
• The ability to grow and diversify, yet still control and manage the selling and billing to increase ROI and customer satisfaction
• With the introduction of increasing numbers of products and services there is a requirement for dynamic and easily configurable processes.

Typical outcomes of delivery are:-

• Standardised processes, enabling end to end management or change when required
• Clear accountability for all work undertaken
• Faster time to market for new products and services and increasing competitive advantage.

Some of the recent telecoms experience we have are:-

• Providing systems architecture consultancy for the implementation of a Network Plan and Build System. This involved the business analysis of complex planning processes in TIBCO iProcess.  (2006-2007)
• Research & development for converged Telco services eg Telco Analytics, billing and revenue assurance (2007)
• Systems optimization strategy for a tier 1 UK Telco (2007)