End to End Service Assurance
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This document discusses the need for integrated end-to-end customer management and performance management across organizations to improve the customer experience. It recommends establishing a service assurance organization to manage quality controls, apply lessons learned from past issues, and provide trusted planning analysis when introducing new services to avoid unexpected operational impacts. The proposed solution is an organizational model with an integration core and liaisons from key functions to manage operational excellence, identify common problems, and perform impact analysis of new services based on historical data.
End to End Service Assurance
- 1. Service Assurance End to End Business Intelligence Performance Management Anthony Coates
- 2. • Enterprises today are challenged with the need to improve the customer experience, from sales acquisition, deployment preparation, fulfillment, and installation – along with performance management, account/incident support and software release management. • It becomes increasingly important to reach a higher level of operational efficiency to avoid operating expense exponentiation as a result of increased customer penetration, service’s vertical depth and inter relational service mix complexity. Situation Description
- 3. What Is the Solution? • An integrated end to end Customer Management and Performance Management, organization, methodology and system's are required. • The primary principal should be based on a few simple tenants • Introduce services with full understanding of the interrelationship to the core origination. (end to end service training) • avoid introducing excessive complexity into customer and network management processes. (proper change planning) • understand the “true cost” of new service introduction to operations, to avoid unexpected exponentiation and or negative or less than optimal profit results of new services.
- 4. • Quality controls and management must be root cause oriented to push defect's observed out of the business. • lessons learned must be applied to all new service introductions to guard against repeating past mistakes and negative operational impacts. • Irreversible corrective action development must become the mantra, repetitive incident and fault management of common events must be eliminated or significantly reduced in occurrence. What Is the Solution?
- 5. How Do we Do it ? • The Service Assurance Organization - End to End Service Assurance • Helps manage and implement QC & Performance Management that manages operational excellence at the functional department level and reports upward. • Takes a treetop view of the organization – more effectively, faster, and in a consolidated view. • Helps manage global solutions that are most efficient to push enterprise fixes to remove commonly observed problems out of the business. • Provides trusted planning analysis to product management and marketing to identify the impacts of the introduction of new service (impact analysis scenario) based on historical data and past lessons learned.
- 6. Integration Core (Business Decision Analysis) Marketing Product Management Development Project Management Engineering Implementation & Support Customer Care Network Operations Organizational Model Enterprise Business Service Assurance Each spur off of the integration core (Business Decision Analysis), represents an organizational Liaison – Functional Business Analyst Expert (Consensus building – culture & accepted method of operation)