 Management World Middle East-March 4-5, 2009 |
Wednesday, March 4, 2009- Session One
Chair
:
Robert Rich
TM Forum,
.MD TM Forum Insights
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
|
Wednesday
9:30 AM
- 9:45 AM
|
Chair's Welcome and Opening Remarks
| | |
MWME2
Wednesday
9:45 AM
- 11:00 AM
|
Market Outlook and Keynote Perspectives from the Middle East
| Regulatory Challenges and Future in the Middle East
The presentation will provide the attendees with an interesting perspective on the regulatory environment in the Middle East. The talk with consider a number of key areas including; regulatory requirements and regulators' directions, cost/profit analysis for commercial and regulatory purposes. On that basis, Roger Steele, and experienced advisor to many Middle Eastern telecos will then move to consider competition law developments and need for regulatory/legally driven accounting, as well as how telecoms are embracing NGN’s.
Dr Roger Steele joined Deloitte in April 2008 from Ovum where he was Head of the Regulatory Consulting practice. He now leads a regulatory economics team that provides help in a wide range of telecommunications projects.
He specialises in regulatory issues, telecoms cost & profit analysis, strategic and financial analysis, interconnect and outsourcing, with over 25 years experience in the industry.
 KEYNOTE: Revenue Management in an Ever-changing Environment: Challenges and Opportunities
This keynote presentation will present a viewpoint from Saudi Telecom (STC) as to the challenges and opportunies they see in the evolving Middle East markets and the implications for the rollout of new services and future revenue streams. STC have a presence, through partnership and joint ventures, in many countries in the Middle East and Africa leaving them well placed to provide a far ranging perspective. Our keynote speaker is head of IT for STC and will examine the importance of IT and in linking investment in IT to business success
Mr Ibrahim Al-Dhobaie is currently the VP of IT at Saudi Telecom Co. since Jan 2004. He has spent all of his 28-year working experience in telecommunication industry. He has a wide spectrum of expertise that almost covers all technological aspects of the telecommunication business. He has held various senior positions in network and IT and has tangible contributions that excelled the corporate business. Ibrahim is one of those few executives who has lived the two eras of STC, namely pre- and post-privatization eras. Mr. Dhobaie is also one of the pioneers who contributed in transforming the IT at STC from a single department to one of the biggest world-class IT sector in the Middle East region. Mr. Dhobaie has chaired numerous strategic programs that involved key changes or transformations that IT or STC as a whole has or is undergoing.
|
Wednesday
11:00 AM
- 11:30 AM
|
Break
| | | |
Wednesday, March 4, 2009-Session Two
Chair
:
Robert Rich
TM Forum,
.MD TM Forum Insights
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
|
MWME4
Wednesday
11:30 AM
- 12:30 PM
|
International Perspectives : Putting Innovation into Practice
| The Open Innovation Concept in the Telco Market at Deutsche Telekom Laboratories
The concept of “open innovation” appears to be a reasonable approach to encounter this challenge by lowering the cost of innovation, decreasing time-to-market and sharing risks. In our presentation, we want to show how companies can implement open innovation into their innovation system and to show benefits and limits of this concept, taking Deutsche Telekom Laboratories as a living example. Specific requirements for opening up the innovation system are presented. Based on these findings, tools and strategies for integrating open innovation are described.
Julius Golovatchev is Head of PLM Competence Team at Detecon in Bonn, Germany. Julius has over 12 years experience in the telecommunication industry specialising in innovation strategy and product lifecycle management. He is responsible for a number of projects covering introduction of new ICT products and services.
Volker Presse has been working since 2005 at the Innovation Development Laboratory of Deutsche Telekom AG and is associate researcher at the Chair for Innovation and Technology Management at TU Berlin. He studied Industrial Engineering and Management at the Berlin Institute of Technology, Germany and the University of Queensland, Australia.
Knud gentschen Felde has extensive professional experience in the telecommunication sector and was predominantly involved in projects concerning innovation management, process optimization and quality assurance. He holds a master degree in Political Economy from the London School of Economics.
BT’s transformation from traditional telecom to global software driven services organisation
This session looks at translating the corporate vision and priorities into delivery strategy underpinned by large transformation programme. It will highlight the importance and the delivery mechanisms for improving customer service, becoming more agile organisation and developing global and open real-time IP platform. This platform would enable BT and its customers to participate in software-driven innovation.”
Ivan Skenderoski is a senior consultant with BT Telconsult, the management consultancy division of BT Global Telecom Markets. Based in Dubai, he leads consultancy projects for fixed and mobile telecom operators and internet service providers in the Gulf Region.
|
Wednesday
12:30 PM
- 1:30 PM
|
Lunch
| | | |
Wednesday, March 4, 2009- Session Three
Chair
:
Robert Rich
TM Forum,
.MD TM Forum Insights
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
|
MWME6
Wednesday
1:30 PM
- 3:15 PM
|
Managing Mobile & Content-Based Services
| Redefining Mobility : WiMAX & Mobile TV
This presentation brings the experience of NEC's presence in WiMAX and shows the multi-facets of redefining mobility with WiMax and Mobile TV. For WiMax, it discusses the vision, channel requirements, global momentum, industry player landscape, industry applications, impact on e-commerce/advertising and internet penetration. For Mobile TV, it discusses the drivers, customer acceptance, business ecosystem and technologies for service provision. It also outlines the Return on Investment (RoI), Quality of Service (QoS) for operators and broadcasters.
Sanjay Mewada’s oversees NetCracker’s strategic direction and manages its partnership program. Previously, Sanjay was Yankee Group’s Vice President of the Telecom Software Strategies Decision Service. There, he managed research and programs that helped communications service providers improve their business results by using business and operations support systems software and services. Before joining Yankee Group, he worked at MCI, Intelsat and the World Bank in product management and technology evaluation functions.
Interactive Advertising: A Real-Time Ecosystem Approach
Today’s real-time, interactive network technologies promise a personalized, micro-targeted delivery channel for the advertising community. Interactive advertising through an open, standards-based ecosystem, delivers ad messages to niche groups or individuals, enables metrics tracking, and provides both the profile and contextual information that will transform the industry’s ability to select and deliver ads. Telcordia will present the opportunity for operators to become the channel of choice for value-conscious advertisers.
Graham Cobb is responsible for product marketing for Telcordia's Service Delivery Solutions, including the Real Time Charging and Policy solutions provided to major mobile customers around the world such as Tata, Oi, Orange and Swisscom Mobile. Graham has 25 years technical and management experience in implementing solutions for network operators.
|
Wednesday
3:15 PM
- 3:45 PM
|
Break
| | | |
Wednesday, March 4, 2009- Session Four
Chair
:
Robert Rich
TM Forum,
.MD TM Forum Insights
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
|
MWME8
Wednesday
3:45 PM
- 5:30 PM
|
Maximising and Assuring the Revenue Stream
| CASE STUDY : Challenges Encountered in the Growth of Data Services Zain-Kuwait Case Studies
The case study addresses the challenges faced by an operator with the growth of data traffic; an in depth analysis for the major Risk areas’ and the actions taken to overcome them. It will also provide an insight on the controls and KPI’s implemented in place for monitoring. Finally, recommendations will be provided for other operators who might be facing similar issues.
Bareah Shankiti, currently working with Zain Kuwait as the Revenue Assurance and Fraud Senior Manager for the last 4 years. Previously I worked in both Fastlink, the GSM provider in Jordan, and Iridium, the satellites /GSM provider in Dubai. I was involved in different areas within the telecom sector Revenue Assurance, Billing and IT. I Have also explored other interest in education sector and was a lecturer in major 3 institute in Dubai for 3 years including the American university in Dubai.
I studied in Jordan and UK and has obtained and M.Sc in Analysis and Design and Management of Information Systems from London school of Economics.
CASE STUDY : RA Automation Strategy for Start-up Telcos
This presentation provides some insight into how a new entrant telco can build an automation strategy for their revenue assurance function. It will provide practical guidance based on the experience of du's Revenue Assurance and Fraud Control function and thereby help avoid typical problems that would be seen by a startup going through this process initially
Currently Senior Director – Revenue Assurance & Fraud Control at Du an Integrated Telecommunications Service Provider offering Wireless (GSM/3G), Wireline (IP Phone), Indirect Access, ISP and Video (IP TV) services.
Previously operated an independent Consulting Practice that provided specialized consulting services in the Risk Management domain for Telecommunications Operators, Service Providers as well as Vendors of Specialized Solutions, before which he has worked in operational and consulting roles for telecommunications operators.
Interactive Discussion : The Value of CRM in Building Customer Loyalty
Our two experts will build on the earlier ideas for a more personal experience and services that are targeted at the individual. This requires a much better understanding of the customer's profile and being able to capture, manage and interpret data on customer behaviour. Tied to this is then the ability to manage the way services are packaged to build loyalty with the customer base and so maximise the ARPU while minimising the risk of churn. Both important factors as markets become more competitive and customers more sophisticated in their choices.
Jonathan Downey is the Director of Product Marketing at Openet, where he is responsible for developing and executing the go-to-market strategy and driving market awareness and demand for Openet’s products and solutions. Prior to joining Openet in 2007, Jonathan worked for SAS as EMEA Marketing Program Manager based in Germany. There, he was responsible for the positioning, marketing and sales-enablement of its technology platform and customer intelligence solutions. Previous roles include consumer marketing in eircom, the Irish incumbent telecoms company and IDA Ireland, where he worked to secure new Foreign Direct Investment for Ireland. Jonathan holds a Masters in Management of Operations, from Dublin City University and a B.Sc. (mgmt) from Dublin University.
For the last 12 years Marina provided strategic consultation services to executives teams, designed and managed statistical and analytical projects for diversified industries including Telecom, Financial Services, Insurance, and Retail.
Currently, Marina works for SAS Institute as Principal in a Global Communications Practice, and accountable for providing consultative services to Telecommunications companies on the global scale.
|
Wednesday
5:30 PM
- 5:35 PM
|
Chair's Closing Remarks
| | | |
Thursday, March 5, 2009-Session Five
Chair
:
Robert Rich
TM Forum,
.MD TM Forum Insights
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
|
Thursday
8:55 AM
- 9:00 AM
|
Chair's Welcome and Opening Remarks
| | |
MWME11
Thursday
9:00 AM
- 10:45 AM
|
Business Transformation Case Studies
| CIO Opening Perspectives
This informal session will have Atheeb's CIO outline some views as to how he has approached putting the operation together, finding more effective ways of offering services and how that has impacted the operational and business support systems. His approach will show how the systems need to better support the business and how is this is changing over time. Specifically what drives these systems to be more responsive (e.g. time to market for new services, flexibility, etc). And all based on personal experience to provide some thoughts to start the day.
Currently CIO for Etisilat Atheeb Telecommunication Company (EATC) since September 2007. Atheeb is in final stages of implementing a full OSS/BSS stack for a Fixed line operation. Prior to this I was the Transition Manager for Batelco from Nov 2006 to Sept 2007, my main role was to transform Batelco’s IT systems and align it with their longer term strategy, in the interim provided a number of quick efficiency wins through the use of a Metastorm BPM suite for enterprise products and Microsofts Customer Contact framework (CCF) for the consumer call centre. I was seconded into the CIO role at EATC from Sept 07.
CASE STUDY : OSS Transformation at Saudi Telecom (STC)
In a new era of competition, STC has reorganized into a converged networks division, supporting the needs of go-to-market business units. Alongside a significant investment in NGN to enable an MPLS all-IP network by 2012, there is significant investment in OSS & BSS transformation.
Abdulmajeed Alsolim is the NGOSS Program Manager and OSS Director of Saudi Telecom Company(STC). Abdulmajeed has a BS degree in Computer Science from KFUPM and he joined STC in 1999. He completed several advanced training courses in the Strategic, Operational and Project management fields. Abdulmajeed was previously the GIS Director in STC and has achieved a number of awards within the IT industry for Program Management.
CASE STUDY : Initiating a Business Process Management Project
Paltel Group initiated a Business Process Management Project. Initially to document, revise and approve procedures and process at each of its 5 companies; the project developed toward a Group-wide holistic BPM project. This case study addresses why this project was initiated, goals, benefits, obstacles and the used tools. Also it tackles correlation between with the convergence project currently undergoing in Paltel Group.
The audience can benefit from the learned lessons enabling them to build on success and avoid pitfalls while implementing BPM project.
Mr. Amjad Gosheh acquired his Engineering BS in Jordan and MBA in Palestine. Following a successful career in Palestinian NGO sector he moved to Telecommunications.
Amjad Joined Paltel (Palestine FIX incumbent) as a District Commercial Manager in 2004 and then promoted to Revenue Assurance Director in 2006 and again promoted to be Paltel Group Risk Management Director were he initiated and still implementing the BPM project for Paltel Group.
|
Thursday
10:45 AM
- 11:15 AM
|
Break
| | | |
Thursday, March 5, 2009- Session Six
Chair
:
Robert Rich
TM Forum,
.MD TM Forum Insights
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
|
MWME13
Thursday
11:15 AM
- 12:45 PM
|
Technology I : TM Forum Standards and Service Delivery Frameworks
| TM Forum Technical Initiatives
A foundation for the conference is the technical standards work and technology initiatives being led by the TM Forum. This session will provide a snapshot of the work, the latest developments and the outlook for the future of standards development in managing communications services. It will also feature the ways in which the TM Forum is engaging with various communities of interest and provide insight into how you can also get involved in these initiatives.
Andrew Chalmers has over 34 years experience in Telecoms, 26 of those in Consultancy, specialising in the last 10 years in OSS. With the TeleManagement Forum, Andrew has been an active participant in several working teams. He is currently Forum representative in the TAM team and is Director of the Catalyst Program.
CASE STUDY : An Agile Service Management Approach at Internet Solutions
A live service management solution, as featured by a case study from Internet Solutions, a Service Provider from South Africa, enables agile operations by unifying the fragmented and partially overlapping data silos held in OSS/BSS systems into a virtual semantic service model. Enabled by Ontology’s OSS/CAD solution it applies ontologies and semantics that can ’see‘ across existing systems. This technology is capable of interpreting business, operational and infrastructural data into a single, virtual Unified Service Model.
Richard has over 15 years experience working with technology for system integrators and service providers. Richard’s current position is the Senior Operations Manager responsible for OSS infrastructure at Internet Solutions - the South African based Converged Communication Services Provider. Prior to Internet Solutions, Richard worked 8 years at Dimension Data
As CEO and co-founder of Ontology Systems, Benedict is the leading the company to become the pre-eminent innovator of semantic solutions in the data center and networking marketplace. Before founding Ontology in 2005, Benedict was CTO at Corvil Networks and CTO at Orchestream (now Oracle).
Interactive Discussion : Transforming Your Service Delivery Approach
Our two experts will look at how customer experience is becoming a key differentiator as markets become more competitive, but in many cases service delivery remains disconnected from the customer experience goal. A new approach is needed—one that ties customer experience into the need for service delivery frameworks and platforms. It requires the evolution of the traditional service delivery platform (SDP) toward a new, customer experience-focused service delivery framework (SDF) approach. In doing so real-life case scenarios will be used to explore the customer-experience payoff of delivering services via an SDF.
Hoda has been working for Oracle since 1999; where she is currently having a global Business Development role within the Global SDP team. In her position, she works extensively with Worldwide Operators, Service Providers & Industry Partners focusing on analyzing Operators’ requirements & creatively applying solutions to address those needs; aiming at improving efficiency, reducing complexity & driving IT simplification
Balasubramanian is currently heading Telecom Innovations Lab at TCS, Chennai. He has work experience of close to 7 years with 5 1/2 years in a TCS-US Telco relationship under various capacities including that of a Program Manager. He has experience in Pre-sales, Project management, R&D and carries a passion for "Telecom as a Horizontal".
|
Thursday
12:45 PM
- 2:00 PM
|
Lunch
| | | |
Thursday, March 5, 2009- Session Seven
Chair
:
Robert Rich
TM Forum,
.MD TM Forum Insights
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
|
MWME15
Thursday
2:00 PM
- 3:15 PM
|
Technology II : Managing Service Complexity and Device Diversity
| OSS/BSS Transformation: Controlling Complex Service Ecosystems
The legacy OSS/BSS environments with which most carriers continue to work are now interacting with markets almost unrecognizable from as little as five years ago. Operators are under more pressure than ever before to deliver innovative lifestyle services and keep customers satisfied, while maximizing market share and staying ahead of the competitive curve. The presenter will discuss the evolution of OSS/BSS and help carriers adapt to and control the new generation of complex services.
Gareth Senior is CTO of Comptel Corporation and has been a member of the company’s Executive Board since 2008. Formerly the CEO and CTO of Axiom Systems, he has 20 years of IT development experience, 15 years of which were spent working for national carriers and focusing on service fulfillment.
Improving the User Experience with Mobile Device Management
Mobile operators in Middle East are growing very fast and are promoting high end phones and have invested in numerous VAS platforms. But the revenues might not be as high as expected if not enough attention is spent on rolling out a sound mobile device management solution. Mobile Device Management for consumers but also for SMB/Enterprises via the Telco is a very powerful way to reduce costs and increase the take up and usage of VAS.
This presentation will address the above themes with case studies.
Olivier Poulain, Worldwide Mobile Solutions Program Manager, Communications, Media & Entertainment (CME), is responsible for defining HP strategy and the portfolio of solutions that help mobile operators efficiently manage their subscribers’ mobile devices and user experience – leveraging HP assets and key partnerships.
|
Thursday
3:15 PM
- 3:45 PM
|
Break
| | | |
Thursday, March 5, 2009- Session Eight
Chair
:
Robert Rich
TM Forum,
.MD TM Forum Insights
Robert J. (Rob) Rich is Managing Director of the TM Forum's Transformation Research Center, the TM Forum Insights Group, and the Publications Group. Mr. Rich has more than 15 years experience in market research and consulting, including 11 years as Executive Vice President of Communications & Networking at the Yankee Group. Prior to that, Mr. Rich spent 17 years in the computer/networking industry, where he held management positions in communications, professional services, software engineering and information technology strategy.
|
MWME17
Thursday
3:45 PM
- 5:15 PM
|
Assuring the Customer Experience with Excellence in Service Quality
| Network Intelligence for Better Business Results
How does a network operator or service provider obtain a competitive advantage as technology becomes more complex and the customer demands for improved, customized service continues? The key is to obtain access to network information – information regarding network operation, the delivery of services and applications, and how individual or unique customer groups are served. For many operators, this information is not assessible, nor is it real time and available for multiple groups within an operator who would benefit from it. However, for those operators who are empowered with network intelligence, they stand to gain significant competitive advantage in what is becoming a very competitive and uncertain market.
Keith Cobler joined Tektronix in 2004 bringing with him a broad range of experiences from working 18 years in the communications industry. Prior to joining Tektronix, Keith worked at Anritsu Corporation where he held positions in regional marketing, business development and strategic marketing. As the Regional Marketing Manager for Asia, Keith lived in Japan for six years with his family and worked with key network equipment manufacturers and operators in the initial roll-out of 3G in Japan. Prior to joining Anritsu, Keith worked for Hewlett-Packard Company where he was primarily responsible for the marketing of software simulation products used by RF and communication system engineers. During this time, Keith wrote and presented papers on the topic of statistical yield analysis and design optimization.
Interactive Discussion : Achieving Excellence in Customer Experience
Service providers are facing challenges with increased customer acquisition costs, increasing customer expectations triggered by competition, and declining revenue growth. Here we look at the criteria for a Customer Experience Transformation that focuses holistically across Operations, IT & Networks. It will also look at how KPIs and metrics can be used to measure quantifiable business benefits. Our panel will also look at engaging customers in an online servicing relationship immediately following the sale and fostering the use of collaborative technologies to further enhance the overall experience.
Paul Gowans, Field Marketing Manager for Agilent Technologies is a 20-year veteran of the communications industry. He is currently responsible for Agilent's Assurance & Diagnostic Portfolio of solutions focusing on Mobile & Wireline NEMs and Service Providers in EMEA. Mr. Gowans' expertise in Telephony, IP, Mobile, VoIP, IMS & IPTV comes from developing, supporting, marketing and consulting on major data networking and telecommunications projects.
Michele Campriani has recently joined Sunrise Telecom as the General Manager of the Protocol Product Group division.
In the last thirteen years, his career has been centered on various aspects of Hewlett Packard Service Provider business.
In his last position at HP, he was Director of OSS solutions for HP’s Communication Media and Entertainment Business Unit.
|
Thursday
5:15 PM
- 5:20 PM
|
Chair's Closing Remarks
| | | | | | | |