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End to End Process:
Pre and Post
Product Launch for
the Telecom Industry
By Adam P. Shiell
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
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
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

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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