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.

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)