Business process modelling and e tom telecom

Business process modelling and e tom telecom

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  Business ProcessesMapping projectMobiletelecom operatorKate [email protected]+7 (911) 250-22-47June 10, 2009
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  Why do weneed process models?Provide company top-management with the actual comprehensive information about existing processes;Evaluate potential process improvement, estimate benefits, risks and required resources;Train company staff in process modeling and process management;Lay the foundations of continuous process improvement and qualitymanagement.www.koltunova.com
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  Process Modeling Roadmapwww.koltunova.com
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  Strong and weaksides of the company – what we can use and what should be improvedExisting and future management style – self-identification and target – level of planning and control, motivationLong term forecasting/planning - changes in business/market environment (do we need scratch cards after 3 years?) – where do we go?Communication of the company long term and short term goals and objectives (market segments – retail and corporate, product policy, client service, partnership with content providers)Competitive advantages for clients and partnersWe have to understand business to design useful process models
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  Focus on processeswith the high influence on company strategic objectives – core processesTop-down company’s priority driven process discovery/modeling approachUse Industry standards (eTOM) for process identificationUtilize existing company recourses (QA library,departments’ procedures, etc.)Work together with process owners to define processes(have to be agreed and reviewed periodically)Principles are important for process modeling project – be consistent
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  Evolutional approach -quick results, learningStart from simple tools – MS VisioUse basic notation - Process Flow chartsEvaluate professional tools like ARISEvaluate potential of Process repository and Process simulationBuild AS-IS model from scratch. Mapping to eTOM, etc. laterwww.koltunova.com
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  Business Process IdentificationOrganizationStructureInterviewsIT ArchitectureReportingProjects DocumentationQA documentationDepartments Procedures
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  Top-down method —Begin with the process management documents and then create the lower tier documents – for small companies.Bottom-up method —Work from the set of high level process documents documents to create detailed processes and process management system – for large organizations with mature documentation.Process-flow method — Start with a flow analysis of the organization's processes and procedures and create the process management and high-level processes concurrently. This is an iterative process. The flow analysis ensures consistency between the various documentation levels and minimizes redundancy, especially between the policy statements and the procedures - no limitation.Three process modeling approaches
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  Process modeling needscommitment at all organizational levels
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  “a processis howwork gets done, using technology, by people with certain skills in an organisation, incentivised and managed through specific systems, behaving according to personally held beliefs and values”M. Hammer, J.ChampyProcess - A process describes systematic sequenced set of functional activities that deliver a specified result.(eTOM)Process is a sequence of interdependent and linked procedures which, at every stage, consume one or more resources (employee time, energy, machines, money) to convert inputs (data, material, parts, etc.) into outputs. These outputs then serve as inputs for the next stage until a known goal or end result is reached.(Business Dictionary)Definitions: process
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  Process characteristics(eTOM) Has GoalHas InputsHas OutputsTransforms Inputs into OutputsUses ResourcesHas some activities that are performed in some orderCreates value for the customer (internal or external)May Create/Read/Update dataHave responsibility model: responsible – «process owner», accountable, consulted, informed (RACI)
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  AS-IS Process MappingSteps
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  Process owner- personwho has the ultimate responsibility for the performance of a process in realizing its objectives measured by key process indicators, and has the authority and ability to make necessary changes.Process owner is responsible for coordinating and managing the workflow and activities at every stage and level of a process. As new technologies and processes are introduced within an organization or workplace, the process owner would be responsible for integrating the everyday execution of that process. Who are you Mr.Process owner?
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  Processes provide valuefor clients and use personal and the infastructure
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  Processes’ objectives derivefrom success factors for business segmentsBusiness segments strategyPrivate
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  CorporateBusiness segments matrixProcessgoals Process 1 (t, q, $)
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  ….
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  Process N(t, q, $)Process PortfolioProcessesProcess types
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  Process portfolioSell SIM-CardsContractManagementSales Chanel DevelopmentCorporate SalesDealer Management
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  Process management: potentialfor improvement
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  Mobile Telecom OperatorProcess Areas
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  Process management frameworkfor Mobile Telecom OperatorSecurity PolicyExternal RequirementsQuality StandardsProcess/Model Publishing/Distribution ToolsModeling ToolsProcess Model RepositoryProcess Documentation sources/version control Process Documents Templates Process Documents Workflows / LifecycleProcess Documents StructureBusiness Process Owners MappingeTOM process decomposition hierarchyCompany Process Management Methodology
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  Process Management: mainstepseTOM, Org. Structure, existing processesManagement principles
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  A Business ProcessRepository is a central location for storing information about how an enterprise operates, it is required to: how a process should be applied;maintain document lifecyclesupport version controlsexpected results should be upon process completion.Business Process Model (Object) repository stores information about individual Process Model Objects (documents, functions, org. units, roles, etc.). It is required to:ensure model consistencyImprove modeling efficiencysupport multiuser Business process model repository
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  Process Description Form
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  A reference modelis a model designed to pass on knowledge, such as process knowledge. It can make recommendations or be of a prescriptive nature. There are two main features that such models share:Universality, e.g., they apply to all companies in a certain sector The other feature is the models’ recommendatory nature, i.e., they serve as the starting point for company-specific implementation. Every reference model is intended as a guide only, of course, and must be adapted to the individual circumstances of your organization.eTOM – enhanced Telecom Operations Map – the business process framework for the Information and Communication Services Industry.Will help to uncover existing processesDefines processes that have to be established in Telecom companyeTOM as a reference process model
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  eTOM Business processFramework – Level 0
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  eTOM Business ProcessFramework – Level 1 Processes
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  eTOM Business ProcessFramework – High Level MappingSales and Distribution DepartmentMarketing DepartmentCustomer Care and Roaming DepartmentTechnology DepartmentSales and Distribution DepartmentInternal AuditProcesses anв Procedures UnitCEO AreaCorporate CommunicationsCorporate CommunicationsFinancial DepartmentHR
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  Mapping eTOM processesto organizational structureCompany may decide to map various Level 2 process elements to different departments – (eTOM GB921-G)
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  eTOM provides examplesof process mapping (GB921-G)
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  Permanent processchanges during design stage will slow down process design AS-IS Lack of management resources to establish process discipline (approve and maintain defined processes) will not allow to establish new processes Uncoordinated company activities and initiatives in process management will undermine project resultsTechnical problems with BSS IT systems will slow down introduction of new efficient business processesProject Risks