World-class telecommunications service development / Ellen Ward.

Format:

Book

Author/Creator:

Ward, Ellen.

Series:

Artech House telecommunications library

Language:

English

Subjects (All):

Telecommunication.

Telecommunication equipment industry.

Physical Description:

xxv, 260 pages : illustrations ; 24 cm.

Other Title:

World class telecommunications service development

Place of Publication:

Boston, Mass. : Artech House, [1998]

Summary:

Examines the underlying processes behind telecommunications service department. This guide shows how to successfully build, organize and manage a service within an organization and describes the two critical phases of telecommunications product development--the product and service delivery levels--and shows how they work together to form a finely tuned communications service.

Contents:

Part I Opportunities and Challenges for New Service Development in Today's Telecommunications Industry 1

1 The Telecommunications Industry

What's Ahead 3

1.1 Where are we heading? 4

1.2 What's the outlook? 5

1.3 Reasons for change 5

1.4 Effect on telecommunications service providers and customers 6

1.5 Service and product directions: the bandwidth revolution 7

1.6 The real challenge 9

2 The Challenge of Development Within the Telecommunications Industry 11

2.1 The development challenge 12

2.2 The service delivery challenge 15

2.3 The industry challenge 16

Part II A Framework for Telecommunications Service Development 19

3 The Product Development Orientation 21

3.1 Competing factors 22

3.2 The paradox of product development 23

3.3 Product development and the world-class service provider 27

4 Views Into Product Development 31

4.1 The unraveling world of telecommunications 32

4.2 Three views into product development: the network service, the service delivery process, and the product development process 32

4.3 Telecommunications: is it a product or a process? 35

4.4 Infrastructure versus infostructure 36

4.5 How important will service delivery become? 37

4.6 Service delivery and operational excellence 38

5 The Cycle and Phases of Product Development 41

5.1 The six-phase cycle for telecommunications service development 42

5.2 Development as a strategic management process 43

5.3 The six phases summarized 44

Part III Deciding What To Build 51

6 Phase 1: Opportunity Analysis 53

6.1 Are these really choices? 54

6.2 Grouping projects into categories 55

6.3 The seven-layered telecommunications service development model 55

6.4 Evaluating opportunities using the seven-layered model 59

6.5 Evaluating opportunities and deciding what goes forward 62

6.6 Exit criteria for Phase 1/entrance criteria for Phase 2 62

7 Phase 2: Defining the Product and Determining Feasibility 65

7.1 Finalizing product details: the first goal 66

7.2 Assessing what it will take: the second goal 69

7.3 Developing the project timeline: the third goal 75

8 Phase 2 Continued: Issues of Product Definition and Design 77

8.1 Creating service configurations 78

8.2 Structuring the product 80

8.3 Link to unbundling 83

8.4 Product structure and service delivery 88

8.5 Exit criteria for Phase 2/entrance criteria for Phase 3 88

Part IV The Service Delivery Process 91

9 The Process and Processes of Service Delivery 93

9.1 The process view 93

9.2 Types of processes 95

9.3 The seven functions (and processes) of service delivery 97

9.4 Customer service and reporting 100

9.5 Looking at the processes that underlie service delivery 100

10 Phase 3: Designing Process Requirements 103

10.1 Relational flow of processes 104

10.2 Ordering the processes: where to start 104

10.3 Process area requirements 106

11 Phase 3 Continued: Tools and Techniques for Process Design 115

11.1 Why map processes? 116

11.2 Deciding what to map 116

11.3 What does process design include? 117

11.4 Mapping processes for new services 120

11.5 Testing and prototyping 125

11.6 Phase review: exit criteria for Phase 3/entrance criteria for Phase 4 125

12 Integrating and Automating the Service Delivery Process 127

12.1 Integration and full-service automation 128

12.2 Current state of affairs 128

12.3 The network to systems link 129

12.4 The systems to network link 130

12.5 The systems to process link 133

12.6 Where systems need to be heading 133

12.7 The challenge for providers: integrating and linking the pieces 136

12.8 The payoff: process integration leading to full-service automation 136

Part V Issues and Approaches to Process Development 139

13 The Environment of Service Creation and Delivery 141

13.1 The new trading environment 142

13.2 Establishing processes with outside suppliers 142

13.3 Implementing supplier-level agreements on systems and processes 145

13.4 Process development through standards and automation 146

13.5 Obstacles to progress 147

14 Telecommunications Management Network 149

14.1 Telecommunications management network: a room with a view 150

14.2 TMN basics 152

14.3 TMN and product development: where to focus? 155

14.4 Service management and service delivery 156

14.5 Why look at TMN? 158

14.6 Mapping the service definition and the service delivery process into TMN 158

14.7 Impediments to progress with TMN 160

Part VI Preparing for Market 163

15 Phase 4: Into Development 165

15.1 The expanding role of project and team management 166

15.2 When is a product developed? Establishing criteria for readiness 167

15.3 The first level of readiness: delivering the network service 167

15.4 The second level of readiness: delivering on the service delivery processes 169

15.5 The third level of readiness: organizational preparedness 171

15.6 Phase review: exit criteria for Phase 4/entrance criteria for Phase 5 172

16 Phase 5: Implementation and Trials 175

16.1 Building quality in 176

16.2 Customer trials 177

16.3 Developing the implementation strategy 180

16.4 Area-specific implementation plans 181

16.5 Checkpoints and supportability reviews 183

16.6 Phase review/summary 184

17 Phase 6: Launching the Service 187

17.1 Determining the launch strategy 188

17.2 Determining the launch sequence: where to launch first 188

17.3 Localizing the launch plan 190

17.4 Swat teams and market operations 191

17.5 Market certification 192

17.6 Prelaunch countdown 194

17.7 Phase 6: summary 194

Part VII Product Development Inside the Organization 197

18 Organizing for Product Development 199

18.1 Structure follows strategy 200

18.2 Taking inventory 201

18.3 Product development: bringing order to disorder 201

18.4 Product development as an organizational entity 202

18.5 A higher order 202

18.6 Lining up the pieces and identifying the gaps 205

19 Building Teams That Win 209

19.1 Teams: the new unit of business 210

19.2 Winning development teams 210

19.3 Assembling the product development team 212

20 Approaches to Team Building and Rapid Development 215

20.1 Why development teams fail 216

20.2 Skunkworks: going around the system 217

20.3 Skunkworks as a way to break the mold 217

20.4 The new mold: rapid development 218

20.5 Implementing a rapid development approach 219

20.6 Systems: the rapid development dealbreaker? 222

21 Beyond Product Launch: Completing the Development Cycle and Managing the Product in Life 225

21.1 Holding a post-launch review 226

21.2 Post-launch product evaluation 227

21.3 Requirements deferred 228

21.4 In-life management 229

21.5 Product infancy and the post-launch product plan 230

21.6 In-life product development 230

21.7 Portfolio management 231

21.8 Directions and life-cycle management 233

21.9 Portfolio drivers 235

22 The World-Class Service Provider 237.

Notes:

Includes bibliographical references (pages 247-248) and index.

ISBN:

0890069220

OCLC:

39033332