Business Process Framework (eTOM)
Experts
Correct the Process Map
Strategy, to Readiness (S2R) Operations
Billing & Revenue Market & Sales Strategy Operations Assurance Fulfilment Lifecycle
Management Management Readiness Management
nt & Support
Business
Market &Partner
Sales
Customer
Customer
Capability Delivery
Product
Common
Common
Service
Service
Market Sales
Resource
Resource
Business Partner
Enterprise
Identify the Core Processes in each domain
Strategy, to Readiness (S2R) Operations
Strategy Capability Lifecycle Operations Fulfilment Assurance Billing &
Management Delivery Management Readiness Revenue
& Support Management
Market & Sales
Market & Sales
Customer
Customer
Product
Product
Service
Service
Resource
Resource
Business Partner
Business Partner
Enterprise
Process Mapping Exercise
Process Mapping Exercise – Sample SOlution
Resource Data Collection
& Distribution
Resource Performance
Management
Service Quality Management &
Customer
QoS & SLA Management
Customer
QoS & SLA Management
Possible Gap – Report
Customer QoS
Customer
Interaction Management
Extending
Business Process
Framework
Process Naming Guidelines
Resource
Problem Handling
Isolate Customer Core Process - Noun
Trouble
Problem
Management
Task Processes –
Verb & Entity
Non-redundant Processes
Problem Handling
Manage
Isolate Customer
Problem
Reservations
Problem Handling Problem Handling
Manage
Isolate Customer Manage
Isolate Customer
Appointment
Problem Resource
Problem
Reservations Reservations
Processes in different domains
Decomposition of Process
Lifecycle Analysis – Top-Down Approach
Plan Acquire Use Dispose
Order Handling
Determine Track & Manage
Complete
Customer Order Authorize Credit Customer Order
Customer Order
Feasibility Handling
Issue Customer Report Customer Close Customer Manage Order
Orders Order Handling Order Fallout
Lifecycle Analysis – Top-Down Approach
Plan Acquire Use Dispose
Order Handling
Determine Track & Manage
Complete
Customer Order Authorize Credit Customer Order
Customer Order
Feasibility Handling
Issue Customer Report Customer Close Customer Manage Order
Orders Order Handling Order Fallout
Lifecycle Analysis – Bottom-Up Approach
Color Legend: Plan Acquire Use Dispose
Problem Handling
Manage
Isolate Customer
Problem
Appointment
Associate
Problem Handling View
ProblemStaff
Handling Problem Handling Problem Handling
Isolate Customer
Appointment Isolate Customer Isolate Customer
Schedule Create
Isolate Customer
Problem Availability
Problem Problem Problem
With Work Item Appointment Appointment
Problem
Cancel
Isolate
Handling
Customer
Problem Handling
Isolate Customer
ModifyHandling
Problem
Isolate Customer Problem Handling
Coordinate Isolate Customer
Reschedule
Appointment
Problem Problem Appointment
Problem Problem
Appointment Appointment
Lifecycle Analysis – Bottom-Up Approach
Color Legend: Plan Acquire Use Dispose
Problem Handling
Appointment
Manage
Isolate Customer
Management
Appointment
Problem
Associate
Problem Handling View
ProblemStaff
Handling Problem Handling Problem Handling
Isolate Customer
Appointment Isolate Customer Isolate Customer
Schedule Create
Isolate Customer
Problem Availability
Problem Problem Problem
With Work Item Appointment Appointment
Problem
Cancel
Isolate
Handling
Customer
Problem Handling
Isolate Customer
ModifyHandling
Problem
Isolate Customer Problem Handling
Coordinate Isolate Customer
Reschedule
Appointment
Problem Problem Appointment
Problem Problem
Appointment Appointment
Lifecycle Analysis – Bottom-Up Approach
Color Legend: Plan Acquire Use Dispose
• What Lifecycle is missing?
Problem Handling
Appointment
Manage
Isolate Customer • What can be generalized?
Management
Appointment
Problem
• What doesn’t follow a guideline?
Associate
Problem Handling View
ProblemStaff
Handling Problem Handling Problem Handling
Isolate Customer
Appointment Isolate Customer Isolate Customer
Schedule Create
Isolate Customer
Problem Availability
Problem Problem Problem
With Work Item Appointment Appointment
Problem
Cancel
Isolate
Handling
Customer
Problem Handling
Isolate Customer
ModifyHandling
Problem
Isolate Customer Problem Handling
Coordinate Isolate Customer
Reschedule
Appointment
Problem Problem Appointment
Problem Problem
Appointment Appointment
Lifecycle Analysis – Bottom-Up Approach
Color Legend: Plan Acquire Use Dispose
• What Lifecycle is missing?
Problem Handling
Appointment
Manage
Isolate Customer • What can be generalized?
Management
Appointment
Problem
• What doesn’t follow a guideline?
View
ProblemStaff
Handling Problem Handling
Isolate Customer Isolate Customer
Schedule
Availability
Problem Problem
Appointment
Problem
Cancel
Isolate
Handling
Customer
Problem Handling
Isolate Customer
ModifyHandling
Problem
Isolate Customer Problem Handling
Coordinate Isolate Customer
Reschedule
Appointment
Problem Problem Appointment
Problem Problem
Appointment Appointment
Associate
Problem Handling CreateHandling
Problem
Isolate Customer Isolate Customer
Appointment
Problem Appointment
Problem
With Work Item
Lifecycle states of different entities
Intangible Oriented
Tangible Oriented Activity Oriented
Research/analyze
Formulate/prepare
Gather/analyze Approve/commit
Assess Issue/Create
Develop Analyze/diagnose
Deploy Retire
Fix, monitor, correct
Assess Close
Retire
Confirming Decompositions
Customer Problem
Problem Handling
Isolate Customer
Problem
Root Cause
Notification
Customer Problem
Root Cause
Notification
Verify Proper
Isolate Customer Provide
Close
Notify Customer
Problem
T&M Root
Verify
ProductProduct
ProblemUse Problem
Analysis
Cause Report
Completion
Customer
Configuration Notification
Problem
Perform
Report
PerformCustomer
Product -
Specific Track
Identify& Customer
Perform Manage
Specific
Problem
Related Diagnostics
Customer Problem Customer
Problem Root
Customer Problem
Cause
Problem
Diagnostics Tests
Process Decomposition Example
Core Process
First Level Task
Process
Process Decomposition Example
Core Process
First Level Task
Process
Second Level Task
Process
Process Decomposition Example
Core Process
First Level
Task Process
Second Level Task
Process
Third Level Task
Process
Process
Simplification /
Optimization
A subscriber received a letter from their service provider…
Subscriber and customer interactions as per current process
Problem Handling
Isolate Customer
Create Customer
Problem
Interaction
Problem Handling Problem Handling
Isolate Customer Isolate Notification
Send Customer to
Create Subscriber
Problem
Notification Problem
Subscriber
Problem Handling Problem Handling
Isolate Customer
Create Customer Isolate Customer
Issue Customer Order
Problem
Order Request Problem
Minimize Subscriber and customer interactions
Problem Handling Problem Handling
Isolate Customer Isolate Notification
Send Customer to
Create Subscriber
Problem
Notification Problem
Subscriber
Problem Handling Problem Handling
Isolate Customer
Create Customer Isolate Customer
Issue Customer Order
Problem
Order Request Problem
Simplify Subscriber and customer interactions
Problem Handling Problem Handling
Isolate Customer Isolate Customer
Create Customer
Create Subscriber
Problem
Notification Problem
Order Request
Problem Handling Problem Handling
Isolate Notification
Send Customer Isolate Customer
Issue Customer Order
Problem
To Subscriber Problem
Identification of
process simplification
opportunities
Identifying Process questions
Five common Improvement Opportunities
that help explain what the framework is:
Obtain Process Interaction Feedback
Investigate Other Industries Approaches to
Simplification
Engage Industry Process Experts
Determine If a Process Flow Is a One Time Event
Prioritize Simplification Opportunities
Process simplification
guidelines
Define processes that aid in decision making
Assess Party Bill/ Variance
No
Invoice Detected
Yes
Variance Policies
Yes Evaluate Policy
Defined?
No
Variance Approve Party Bill/
No Yes
Approved Invoice
Negotiate Party Bill/
Invoice
Define processes that aid in decision making
Conduct Test Test Instructions
Define processes that aid in decision making (3 of 3)
Initiate Bank
Request to Open Account
Account Application
Applicant
Application
Access Policy Yes
Policies Defined?
Notify Bank Account No
Applicant
Complete Bank
No
Account Application
Allow external parties to perform and be involved in processes (1 of 2)
Allow external parties to perform and be involved in processes (2 of 2)
Minimize the number of interactions with other parties
Keep process flows simple so they can be reused (1 of 2)
Keep process flows simple so they can be reused (2 of 2)
Exercise – Process Simplification
▪ Telconet process analysts have adopted some example process flows that
were developed by TM Forum members using a older version of the Business
Process Framework.
▪ There are 2 processes developed by a different group of process analysts.
▪ You need to evaluate two of the given processes, to see if they can be
simplified.
▪ Use the Process simplification Techniques discussed in the session
▪ Note: You may find some differences in the domain names, do not worry
about that. It can be renamed if required as per the latest version of eTOM
