TMF Frameworx & Business Metrics

Posted by cfaurer on May 12th, 2014 filed in Frameworx Consulting, Frameworx Training

The TMF Frameworx & Business Metrics provide industry standard definitions for capturing critical performance indicators across the enterprise domains of; Revenue & Margin, Customer Experience and Operational Efficiency.

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The metrics provide a measure of business performance and allow a Communication Service Provider (CSP) to ensure that their business processes are efficiently and effectively operating across the enterprise.

The defined business metrics align with business process framework meta-processes;

Fulfillment

This vertical end-end process grouping is responsible for providing customers with their requested products in a timely and correct manner. It translates the customer’s business or personal need into a solution, which can be delivered using the specific products in the enterprise’s portfolio. This process informs the customers of the status of their purchase order, ensures completion on time, as well as ensuring a delighted customer.

  • Selling – responsible for managing prospective customers, for qualifying and educating customers, and matching customer expectations.
  • Order Handing – responsible for accepting and issuing orders.
  • Service Configuration – allocation, implementation, configuration, and testing of specific services to meet customer requirements.
  • Resource Provisioning – allocation, installation, configuration, activation and testing of specific resources to meet the service requirements, or in response to requests from other processes to alleviate specific resource capacity shortfalls, availability concerns or failure conditions.
  • Service Activation – activation and testing of specific services to meet customer requirements.

Assurance

This vertical end-end process grouping is responsible for the execution of proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to SLA or QoS performance levels. It performs continuous resource status and performance monitoring to proactively detect possible failures. It collects performance data and analyzes them to identify potential problems and resolve them without impact to the customer. This process manages the SLAs and reports service performance to the customer. It receives trouble reports from the customer, informs the customer of the trouble status, and ensures restoration and repair, as well as ensuring a delighted customer.

  • Resource Data Collection & Processing – collect and/or distribute management information and data records between resource and service instances and other enterprise processes.
  • Resource Trouble Detection & Handling – responsible for the management of troubles with specific resources.
  • Service Problem Management – respond immediately to customer-affecting service problems or failures in order to minimize their effects on customers, and to invoke the restoration of the service, or provide an alternate service as soon as possible.
  • Customer QoS/SLA Management – monitoring, managing and reporting of delivered vs. contractual Quality of Service (QoS), as defined in the enterprise’s service descriptions, customer contracts or product catalogue.

Billing

This vertical end-end process grouping is responsible for the collection of appropriate usage records, determining charging and billing information, production of timely and accurate bills, for providing pre-bill use information and billing to customers, for processing their payments, and performing payment collections. In addition, it handles customer inquiries about bills, provides billing inquiry status and is responsible for resolving billing problems to the customer’s satisfaction in a timely manner. This process grouping also supports prepayment for services.

  • Initiate Billing/Collection – ensure that enterprise revenue is collected through pre-established collection channels and put in place procedures to recover past due payments.
  • Resource Data Collection & Processing – collect and/or distribute management information and data records between resource and service instances and other enterprise processes.
  • Service Rating & Discounting – manage usage events by correlating and formatting them into a useful format as well as guiding them to an appropriate service.
  • Invoicing – ensure the bill invoice is created, physically and/or electronically produced and distributed to customers, and that the appropriate taxes, discounts, adjustments, rebates and credits for the products and services delivered to customers have been applied.
  • Collection Management – manage collection of past due payments from the customer.

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A sample of business metrics for fulfillment process focus, customer experience and operational efficiency domains covering cost, time, quality and effectiveness topic areas is shown below:

FulfillmentMetricsWithBusinessDrivers

There are currently 108 defined TMF Frameworx Business Metrics with more defined with each new bi-annual release of Frameworx. Specialized metrics have also been defined for; Cable, Cyber Ops and Fraud Management.The business value column indicates, for example, that for metric F-CE-2a “# Hours per Order, from Ordering to Acceptance” that by decreasing the wait time the customer satisfaction will go up.

Drop us a note if you would like to learn more about the new TMF Frameworx & Business Metrics 1-day class  


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