Michael Cooper TMobile - Slides from Amdocs InTouch business forum that took place in June 2011 in Singapore

1. InTouch 2011
Michael Cooper
Senior Director
Enterprise IT
Quality Assurance

2. Confidential and Proprietary Information of T-Mobile USA

3. • National Provider of • Based in Bellevue, WA ; • #49 on Information Week
voice, messaging and 42K Employees Top 500 IT Orgs
data services
• Winner of JD Power • Top 100 CIO Magazine
• $21.3 Billion in Revenue Awards for Customer
in 2010 Service, Retail • Top 100 Computerworld
BPTW
• 33.7 Million Customers • Fortune Top 100 Best
Place to Work
Confidential and Proprietary Information of T-Mobile USA

4. Telco’s Revenue Leakage Nightmare
Confidential and Proprietary Information of T-Mobile USA

5. who is
responsible
for quality?
Confidential and Proprietary Information of T-Mobile USA

6. The Total Cost of Quality to your Business
Cost of
good quality
Cost of
poor quality Total cost of
quality
Confidential and Proprietary Information of T-Mobile USA

7. Quality Assurance & Testing Costs
Defect Correction

8. Quality Assurance & Testing Costs
20% Cost of
good quality Defect Correction
Revenue Leakage & Improper Billing
Lower conversion rates on the web Retail and Field Service Costs
Excess Hardware Costs HotfixPatch Deployment
Churn caused by Production Defect Correction
80% poor Customer
Experience Campaign Damage
Cost of
Litigation & Penalties Warranty Costs poor quality
Increased Customer Support Costs
Liability Damage to Brand
Security Breaches

9. empowering
a quality
transformation
Confidential and Proprietary Information of T-Mobile USA

10. Empowering Quality Delivery Top Ten
1 Commitment to Quality
2 Independent voice for Quality
3 Understanding business and technical risk-reward trade-offs
4 Defect prevention and early detection
5 End to End Customer Experience Testing
6 Operationalize and automate repeatable tasks
7 Standardize and simplify processes, tools, and methods
8 Manage by facts
9 Continuous process improvement
10 Build and maintain a high performing QA team including employees & partners
Confidential and Proprietary Information of T-Mobile USA

11. A Partnership Journey
2000
T-Mobile selects
Amdocs Billing &
Amdocs OGS
Confidential and Proprietary Information of T-Mobile USA

12. A Partnership Journey
Oct 2009
2008
Amdocs selected as
T-Mobile’s EIT Strategic
Partner of the Year
Customer Satisfaction
Sept 2009
T-Mobile selects Amdocs for
testing data center migration
Nov 2008
2007 - 2008 T-Mobile partners
T-Mobile partners with with Amdocs for Billing
2000 Amdocs Turnkey Managed Services
T-Mobile selects Services Customer &
Amdocs Billing & Billing Migration for
Amdocs OGS SunCom Acquisition
Confidential and Proprietary Information of T-Mobile USA

13. 17 Feb 2011
A Partnership Journey 3 Feb 2011
Customer Satisfaction
Jan 2010
Wireless Customer Care Performance
Billing Accuracy and 2011
Clarity
July 2010
Oct 2009
2008 Customer Care
Amdocs selected as Performance
T-Mobile’s EIT Strategic
Partner of the Year
Nov 2010
Customer Satisfaction
Amdocs begins End To End Testing for T-Mobile’s
key customer applications
Oct 2010
Amdocs delivers Non-Production Infrastructure
Sept 2009 Managed Services
T-Mobile selects Amdocs for
testing data center migration
Nov 2008
2007 - 2008 T-Mobile partners
T-Mobile partners with with Amdocs for Billing
2000 Amdocs Turnkey Managed Services
T-Mobile selects Services Customer &
Amdocs Billing & Billing Migration for
Amdocs OGS SunCom Acquisition
Confidential and Proprietary Information of T-Mobile USA

14. Weighing your Options
• Superior Value
Reduced
• Flexible Shoring Model
cost
• Industry Best Practices
Common
• Industry Experience
Staff Augmentation Shortened time
Vendor • Onsite Leadership
to market
MANAGED • Agility / Dependability
SERVICES • Team Synergy
Improved
PARTNER • Methodology
quality
• SLAKPI’s
Confidential and Proprietary Information of T-Mobile USA

15. Leadership Commitment
and Strong Partnership…
Empower Quality Delivery!
Confidential and Proprietary Information of T-Mobile USA

16. BETTER QUALITY BETTER BUSINESS
Decrease Testing Costs Increase EBIDTA REDUCE
Increase Testing
Increase Subscribers
Effectiveness
Increase Test Environment Increase System
Uptime Availability
Decrease Defect Rejection Total cost of
On-time Delivery
Ratio quality
Reduce Customer
Reduce Escaping Defects
Care Costs
Increase Testing Quality Reduce Churn
Confidential and Proprietary Information of T-Mobile USA

17. T-Mobile wins JD Powers
award Again!
Confidential and Proprietary Information of T-Mobile USA

18. Thank
You!
Confidential and Proprietary Information of T-Mobile USA