ARIS Best Practice in Telecommunications

Transcription

ARIS Best Practice in Telecommunications
Swiss Process Day - Berne, September 1, 2005
M. Witschi & B. Pfeil, TDC Switzerland AG
Agenda
1. TDC Switzerland AG, Corporate Vision & Process Management
2. Aligning Business Processes and IT supported by ARIS
2.1. Challenges
2.2. Concept
2.3. Live Demo
3. Results
© sunrise, M. Witschi & B.Pfeil 01.11.2005
2
Our investors & vision
• Tele Danmark was privatized in 1994
Æ TDC
• Today, TDC has holdings in 18
companies in 12 European countries
“We want to earn our customers’
lifetime loyalty by offering the best
customer experience and value for
money.”
• sunrise is a brand name of
TDC Switzerland AG
Hans Peter Baumgartner, CEO
3
A strong position
Quality, reliability and trust
Established telco
Customerfriendly &
customeroriented
Image &
lifestyle
Price
4
History & figures
• Today, we are the No. 2
telecoms provider in
Switzerland
In CHF millions
140
120
• Launched in 2001 as
100
the first independent
full-service provider
80
• 2,500 employees
• 13 company locations
60
all over Switzerland
20
• Profitable company
0
40
Q3-02 Q4-02 Q1-03 Q2-03 Q3-03 Q4-03 Q1-04 Q2-04 Q3-04 Q4-04 Q1-05
EBITDA
5
Organization: TDC Switzerland AG
CEO
CEO
Hans
Hans Peter
Peter Baumgartner
Baumgartner
Finance
Finance &
&
Corporate
Corporate Center
Center
Kent
Kent Skovsager
Skovsager
Legal
Legal &
& Regulatory
Regulatory
Beat
Beat Moser
Moser
Corporate
Corporate
Communications
Communications
Strategy
Strategy &
& Business
Business
Development
Development
Andreas
Andreas Moser
Moser a.i.
a.i.
Malcolm
Malcolm Myers
Myers
Human
Human Resources
Resources
Fulvio
Fulvio Federi
Federi
Mobile
Mobile
Kurt
Kurt Lüscher
Lüscher
Wireline
Wireline &
& Internet
Internet
Morten
Morten Broegger
Broegger
Wholesale
Wholesale
Thierry
Thierry Zanada
Network
Network
Bo
Bo Chamberlain
Chamberlain
IT
IT
Marcel
Marcel Walser
Walser
Customer
Customer Care
Care
Dave
Dave Durrant
Durrant a.i.
a.i.
WIN Process &
Project Management
6
Analysis of units that influence processes
CEO
Strategy & Business
Development
Wireline & Internet
Mobile
Finance
Process
Planning
(Design)
Process
Monitoring
(Controlling)
IT, Network
Customer Care
Process
Execution
(Implementation)
7
Agenda
2.1. Challenges
2.2. Concept
2.3. Live Demo
3. Results
8
Challenges
1. Varying know-how, interest and experience in process
management
2. Heterogeneous user groups with different requirements in
terms of content and detail
3. Frequent employee rotations, organizational fine-tuning and
responsibility changes
9
Challenges and concept 1/3
1. Varying know-how, interest and experience in process
management
Æ Three-click access to processes
Æ Individual direct links on request
Æ Customized user view for the same process
10
Three-click access to processes
11
Individual direct links on request
ARIS has a Global Unique
Identifier (GUID)
The GUID is used for
html document names when
publishing process models
This GUID does not change
when the model is updated
A link can be generated
to open the Web Publisher
output displaying the desired model
Example: ADSL activation online
Process GUID:
D47B8580-9CFB-4E7D-85D8-E0FBA7429D39
Direct Link: http://Web Publisher Output-Path/m*GUID*_nav.html
D47B8580-9CFB-4E7D-85D8-E0FBA7429D39_nav.htm
http://go.swi.srse.net/external_documents/win_cp_processes/10_sunrise_Processe/m
go to Slide 19
12
Customized user view for the same process
eEPC
Value Added Chain
UML Use Case
Workshops,
“To Be” Concept
Management Summary,
Budget Request
IT Scope Document
Obtain order or enquiry
Status: Complete
Process Hierarchy Level: 4
Status: Being processed
Since/on: 03.12.2004
Since/on: 02.03.2005
Since/on: 09.08.2005
Customer
Desicion
for purchase
taken
Decision for
change of
service or
product taken
Decision for
service
Suspension
taken
Decision for
contract
cancelation
taken
Direct
Customer
to specific
Web Site
Decision for
Information
request
taken
Process new Designed in Bonapart
Select
Language for
information
Open
Sunirse
Web Page
Evaluate
contact
channel
Send
letter
to sunrise
Package sunrise Web
Select
Language for
information
Search
Information
& Product
on Web Site
Complete &
send contact
form
Evaluate
contact
channel
Send Fax
to sunrise
Select
Language for
information
Customer
Evaluate
contact
channel
Customer
Complete &
send contact
form
Package Sunrise
ADSL online Reg
www.sunrise.ch
Decide for
contact via
sunrise Partner
or direct contact
Open
Sunirse
Web Page
Send
letter
to sunrise
Send Fax
to sunrise
Information
not in requiered
language
available
www.sunrise.ch
Contact via
E-Mail or
Web-Form
selected
Open
Sunirse
Web Page
Telephone
contact
selected
Customer
Letter
Contact
selected
Fax
contact
selected
Send
letter
to sunrise
Customer
Send Fax
to sunrise
Personal
contact
prefered
Customer
Information to
Swisscom
Customer
Care
Complete
& Sent
order form
(Online Reg)
Pagage sunrise eShop
Complete
& Sent
order form
(eShop)
Direct
Customer
to specific
Web Site
Decide for
contact via
sunrise Partner
or direct contact
Package Swisscom
No Internet
Access
Web Link
available
Letter
arrived at
sunrise
Customer
on sunrise
Web Site
Fax
arrived
at sunrise
Swisscom
Direct Personal
contact to
sunrise
selected
Check if
Pre-Selected
Customer
sunrise
Partner to be
contacted
selected
Swisscom
Relocation
List
Search
Information
& Product
on Web Site
Customer
Check
feasibility
of request
execution
Inform
sunrise about
relocation
Transfer
Request via
partner
Additional
Information via
Internet
requested
Direct
Customer
to specific
Web Site
Customer
Care
These Systems are:
- ADSL Order Status Web
connection
Contact via
- eService
to Web with
E-Mail or
- ADSL online Registration
direct interface - OPS (planned)
Web-Form
established
- Relocation on the Web (for Sites without ADSL) selected
- freesurf plus
- premiumsurf
Register
incomming
contact
Complete &
send contact
form
Mail in
POP-Mailbox
with subject
info
E-Mail Form generated by:
- Relocation on the Web (for Sites with ADSL)
- Tech Support form
- eShop
- domain online Registration
Customer
Sunrise
Internet
www.sunrise.ch
Transfer
request internally
to request
registration
13
2. Heterogeneous user groups with different requirements in
terms of content and detail
Æ Integrate end users
Æ Develop processes in a generic way
Æ Provide user-specific views: projects, products
and organizational units
14
Example of access via specific view
Activation VoIP Online
Process Hierarchy Level:
Specific View:
Identify contact
& understand
reason of
contact
Process WIN
considering delay in
Hardware delivery
VoIP
customer-order
entry by e-shop
(VoIP mail box)
Customer VoIP view
Capture /
check customer
& product data
(manually)
Credit
check needed
(new customer)
Verify address
& autorise
credit
Use
Product
Customer
verified
& data up
to date
Manage Data,
Soft- & Hardware changes
Develop
desire
in product
Evaluate
Product
Order
Product
Install
Product
at home
Settle Bill
with Provider
(sunrise)
customer liability
competent
registered
Customer
informed about
order decline
Complete
information &
direct request
VoIP for
new customer
to be provisioned
Hardware
Delivery
to be requested
Configure
Service
Data tranfer
to supplier
Data tranfer
to supplier
Network
ready for
providing
VoIP
File by studerus
correct recieved
File by
Trendcommerce
correct recieved
Prepare
Hardware
Prepare & Send
Welcomeletter
packet
ready for
pick up
Letter
ready for
pick up
Eliminate
Product
Problem
Handling
Information
delivery to
be requested
Send HW out
Status of
Hardware delivery
availabe
Check
for Hardware
delivery delay
Delay
Information
sent to
customer
Hardware
delivery
confirmed
Install/ Configure
Service on
Customer Premise
(Activation)
Customer
avtivation
checked
Generic View:
1st Level
2nd Level
eTOM - Overview - Total
Strategy &
Commit
Infrastructur
Life Cycle
Management
Product
Life Cycle
Management
Fullfillment
Assurance
Customer Relationship
Management
Service
Development
Service Management
& Operation
Recource
Development
Resource Management
& Operation
Supply Chain
Development
Supplier/Partner
Relationship Management
Billing
Enterprise Management
Strategic &
Enterprise
Planning
Enterprise Qualtity
Management Process
& IT Planning &
Architecture
Financial & Asset
Management
Microsoft Word
Document
Operation
Operation
Support &
Readiness
Marketing and Offer
Management
Brand Management,
Market Research &
Advertising
5th Level
Get address & credit check information
Verify address & autorise credit
Order Handling VoIP
Strategy, Infrastructure & Product
4th Level
3rd Level
Customer Relationship Management Processes
Research &
Development
& Technology
Acquisition
Disaster Recovery,
Security & Fraud
Management
Human Resources
Management
Stakeholder &
External Relations
Management
Operation
Support &
Readiness
Fullfillment
Assurance
Billing
CRM Operations
Support
Process Management
Customer
Interface
Management
Customer
Interface
Management
Customer
Interface
Management
Sales &
Channel
Management
Marketing
Fulfillment
Response
Problem
Handling
Billing & Collection
Management
CRM
Operations &
Readiness
Submit
Order
Selling
Customer
QoS/SLA/Abuse
Management
Order
Handling
Retention
& Loyality
Retention
& Loyality
Retention
& Loyality
Identify contact
& understand
reason of
contact
Handle
rejections &
up date customer
about status
Determin
Pre Order
feasibility
Transfer
Data to
Credit Check
System
Address &
Credibility
Check triggered
Verify address
& autorise
credit
Get address &
credit check
information
Handle order
insurance
or deposit
Address &
Credibility
verified
Address not
found in
credit check
system
Run address
& credit
check
Address
verified
Credit
Check could
not be performed
Residential
customer
Address not
found in
credit check
system
Evaluate
address &
credit check
results
Clarify
Fill XML
string for
light credit
check
No Mobile
Product
Selected
Credit
Score
recieved
Customer
informed about
order decline
Send request
for strong credit
check
Business
customer
Clarify
Mobile
Product
Selected
Fill XML string
for strong
credit check
Clarify
Check
for procducts
XML string
for credit
check transfered
to Vitria
Handle order
insurance
or deposit
Complete
information &
direct request
Check for
customer
typ
Delta
Vista
Request
for customer with
with verified
address
Evaluate
address &
credit check
results
customer liability
competent
registered
Address &
Credibility
Check triggered
Vitria
Credit request
available
in Credit Check
System
Customer
Credit Class 1
(Deposit
needed)
Address &
Credibility
Check triggered
Capture /
check customer
& product data
(manually)
Customer
notification
on order
completion
6th Level
Transfer Data to Credit Check System
Clarify
XML string
for credit
check transfered
to Vitria
Vitria
Credit request
available
in Credit Check
System
Send request
for light
credit check
Vitria
15
3. Frequent employee rotations, organizational fine-tuning and
responsibility changes
Æ Focus on work instructions needed
Æ Provide direct links to IT systems
Æ Maintain up-to-date documentation and ensure
consistency
16
Web-based process on standard ARIS frames
Process Documentation Explorer
(as in Windows )
Alphabetical Index
and Search
Project
Folders
(Named &
numbered as
corporate
Windows folders)
Feedback
Function
Direct Links
to IT Systems
17
Example: Design & implementation of process
ADSL activation online
go to Slide 12
18
Regular checking of semantics
Stucture Errors in eEPC (Check over 7 rules)
Number of Structure Errors
4.00
3.70 3.70
3.50
Average Error per eEPC
3.50
3.00
2.50
2.00
0.50
0.70
0.61 0.53
0.41
0.60 0.65
0.53
0.38 0.28
0.25
0.66
0.42 0.42
0.25
0.21
05
05
.2
0
.0
6
10
20
.0
5
.2
0
.2
0
.0
4
29
.0
4
.2
0
05
05
05
08
18
.0
3
.2
0
.2
0
.0
2
25
.0
2
.2
0
05
05
05
04
14
.0
1
.2
0
.2
0
.1
2
24
.1
2
.2
0
04
04
04
03
12
.1
1
.2
0
.2
0
.1
0
22
01
.1
0
.2
0
04
04
0.00
0.40
05
0.90
0.65
.2
0
0.70
.0
7
1.40
1.20
05
1.30
22
1.30
1.00
.2
0
1.60
c
.0
7
1.70
01
1.50
Date
19
Agenda
2.1. Challenges
2.2. Concept
2.3. Live Demo
3. Results
20
500% improvement in process design efficiency
No. of processes designed per year
500
450
400
350
300
250
200
150
100
50
0
432
83
2003
2004
Æ 83 processes designed in Visio during 2003
Æ Over 400 models designed in ARIS during 2004
21
Access statistics to process web
Visitor Sessions
22
20
18
Visitor Sessions
16
14
12
10
8
6
4
2
0
06/05
06/07
06/09
06/11
06/13
06/15
06/17
06/19
06/21
06/23
06/28
06/26
06/24
06/22
06/20
06/18
06/16
06/14
06/12
06/10
06/08
06/06
06/04
06/03
06/25
06/27
Fri 06/03/2005 - Tue 06/28/2005 (4 Week Scale)
Usage in June: 108 visitors (27 recurring) with 1,282 page views
22
Increasing usage & acceptance
Number of users and frequency of usage
120
100
80
77
81
60
40
20
37
27
0
June 05
Visitors Who Visited More Than Once
Jul 05
Visitors Who Visited Once
23
Questions?
Markus Witschi
Manager Process & Project Management
markus.witsch@sunrise.net
(+41) 076 777 69 68
Burkhard Pfeil
burkhard.pfeil@sunrise.net
(+41) 076 777 66 48
24
Thank you

ARIS Best Practice in Telecommunications

Transcription

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