Balance customer expectations and business needs

  • 928 views
Uploaded on

Today, CSP strategies focus on customer centricity, as opposed to the earlier network & IT-centric approach. However, due to the lack of appropriate customer experience solutions, there is a huge gap …

Today, CSP strategies focus on customer centricity, as opposed to the earlier network & IT-centric approach. However, due to the lack of appropriate customer experience solutions, there is a huge gap between QoS delivered & the actual QoE.

There is a need to focus on service assurance models and on an integrated service assurance solution. It is also crucial to identify gaps in service assurance and create a roadmap to improve service assurance maturity.

More in: Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
  • nice to see
    Are you sure you want to
    Your message goes here
    Be the first to like this
No Downloads

Views

Total Views
928
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
17
Comments
1
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Balance Customer Expectations and Business Needs An Integrated Service Assurance Framework for Operational Excellence1 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 2. HIGHLIGHTS Balance Customer Expectations and Business Needs Today, CSP strategies focus on customer centricity, as opposed to the earlier network & IT-centric approach. However, due to the lack of appropriate customer experience solutions, there is a huge gap between QoS delivered & the actual QoE. There is a need to focus on service assurance models and on an integrated service assurance solution. It is also crucial to identify gaps in service assurance and create a roadmap to improve service assurance maturity.2 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 3. Current Scenario for CSPs There is tremendous pressure on Communication Service Providers (CSPs) to transform IT and networks and reduce operational costs Competition from over-the-top (OTT) players and declining voice revenues add to the challenges Greater focus on service innovation and customer experience improvement is needed to drive top line growth There is a need to identify solutions that can help them simultaneously reduce OPEX and improve QoE According to a study by The Consumer Lab and Consulting, about 40% of CSP customer churn is related to service quality, support and billing issues A culture of customer centricity should be built into operations to be the true measure of operational excellence for a Communication Service Provider.3 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 4. Challenges in Service Assurance 6 key challenges that are preventing CSPs from attaining the desired level of service assurance maturity: 2. 3. 1. Challenges in Complexity and Inability to Assess Scaling Up Lack of the Service Operations to the Synchronization in Assurance Maturity Increasing Variety IT Systems and of Services Network 4. 5. 6. Inability to Pin Point Inadequate Lack of an the Root Cause of Operational End-to-End View of the Problems Intelligence Services Delivered4 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 5. Evaluating Service Assurance Maturity To overcome the challenges, CSPs must evaluate the current state of their service assurance maturity across four key areas: processes, people, products and partners5 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 6. Service Assurance Maturity Assessment Tool 1  Evaluate the current state of service assurance maturity in operations based on levers of operational expenditure and customer experience management  Use a service assurance maturity tool to analyze the maturity of service operations6 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 7. Service Assurance Maturity Assessment Tool 27 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 8. Recommendations for CSPs • Adopt a service assurance maturity 1 assessment tool • Develop a robust process and automation 2 engine to reduce operational expenditure • Build an insight engine to generate 3 operational intelligence • Develop end-to-end visualization 4 capabilities8 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 9. Implementation Strategies CSPs should adopt a phased implementation approach measuring and analyzing their priorities at each step.9 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 10. Conclusion  CSPs need to replace their traditional network or IT centric approach in operations with a customer-centric approach  CSPs must adopt a holistic solution approach for service assurance that addresses both the OPEX and QoE levers  For proactive service assurance, CSPs also require an end-to-end service view on operations cutting across business processes, infrastructure, networks and applications  To achieve and sustain a high level of service assurance, CSPs need to continuously monitor their service operations, embrace greater automation and adopt a robust failure recovery approach10 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 11. For more details please visit the link below: http://www.wipro.com/Documents/striking_the_right_balanc e_between_customer_expectations_and_business_needs.p df11 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 12. About Wipro Council for Industry Research Wipro set up the Council for Industry Research, comprised of domain and technology experts from the organization, to address the needs of customers. It specifically surveys innovative strategies that will help customers gain competitive advantage in the market. The Council, in collaboration with leading academic institutions and industry bodies, studies market trends to help equip organizations with insights to facilitate their IT and business strategies. For more information on the Research Council visit www.wipro.com/insights or mail wipro.insights@wipro.com12 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 13. About Wipro Technologies Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360 degree view of “Business through Technology” – helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner’s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has over 135,000 employees and clients across 54 countries. For more information, please visit www.wipro.com13 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 14. Thank You ©Wipro Limited, 2012. All rights reserved. For more information visit www.wipro.com No part of this document may be reproduced in whole or in part without the written permission of the authors. Wipro is not liable for any business outcome based on the views presented in this document. For specific implementation clients should take advise from their client engagement manager.14 © 2012 WIPRO LTD | WWW.WIPRO.COM