End to End Product Launch for Telecoms
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The document details the end-to-end process for pre and post product launch in the telecom industry, including key roles such as project management and customer support. It outlines the steps from market research and product concept development to user acceptance testing and service deployment. Additionally, it describes the roles of various teams and departments in ensuring successful product implementation and customer support throughout the product lifecycle.
End to End Product Launch for Telecoms
- 1. End to End Process: Pre and Post Product Launch for the Telecom Industry By Adam P. Shiell
- 2. PM = Project Management UAT = User Acceptance Testing ORT = Operational Readiness Testing PA = Product Announcement SCB = Sales Communication Bulletin OM = Order Managers RFU = Ready for Use date CICS = Customer Implementation Configuration Specialists NCC = Network Control Centre TSE = Technical Service Engineer / Field Engineer PTT = Local Telco provider / ISP GCAC = Global Customer Assistance Center / Global Help Desk / Global Support Desk CHD = Certified Help Desk (A network of Telco affiliates that provided local customer support utilizing the same processes as the headquarters support process) GTS = Global Technical Support (Second level support) By Adam P. Shiell Terms and definitions
- 3. Pre Product Launch - Telecom Market Demand Marketing Requirements Sr. Management & Finance review the business case. Product concept and business case is developed via market research and/or customer demand. Business Case Sr. Mgmt/ Finance Mgmt Marketing provides Service Delivery Teams and PM with the product requirements PM, SD Team, conducts analysis and adds Customer Services requirements needed to support the product. They facilitate CRM product modeling, develop processes and training. Marketing releases a PA Broadcast approx. 30 days prior to full release. SCB Broadcast sent when product is ready to be ordered. Analysis & Development UAT/ORT and Training Marketing Product Product Deployed Product is deployed and is available for sale. Customer Marketing Marketing PM PM PM conducts User Acceptance Testing of systems and tools, facilitates Operational Readiness Test, and Conducts Customer Services Training. Service Delivery Team Marketing PA & SCB Project Management and Cross Departmental Collaboration
- 4. OM CICS NCC PTT TSE Order Submit Service Delivery Service Assurance Billing Invoice Billing Faults Invoice Facilitate resolution of adjustments to invoices. Implements new product, contracts, and SBR rates Enter billing information into Billing Systems, and prepares for invoice generation. Create and maintain customer premise and backbone configurations GTS provides 2nd level fault Resolution. GTS GCAC CHD NCC loads appropriate router and parts files and confirms completeness of installation Order Managers manage the order to RFU. PM provides sales order entry and CRM asset reconciliation Support. Billing Admin Rates PM provides CRM asset repair that may be required for Billing adjustments. The GCAC is responsible for overseeing and creating processes and procedures to insure consistent, quality support is provided to customers regardless of where the fault is reported. The CHD follows the same processes as the GCAC. PTT/Telco is responsible for delivery of the circuit. TSE orders it. TSE installs physical equipment at the site. PM Life Cycle Support PM Life Cycle Support Sales PM Life Cycle Support PM Life Cycle Support PM provides order process support for Lead to Cash organizations PM provides ticketing system support. Post Product Launch - Telecom End to End CRM Deployment and Process