SQM Overview
CalendarUpcoming Training Schedule


“Customer Centric" and "Service Centric” are buzzwords often associated with how to create and operate OSS that will attract new customers, retain existing customers and support future business development.
But neither of these approaches will work unless due cognizance is paid the underlying quality of not just the network and how it is configured but the processes and the “whole business” attitude that supports the services being delivered to the customer.

Quality of Service is a mindset. It is not a series of boxes to be ticked on the way to ISO certification.

This introductory course explores how taking a “Quality-Centric” approach can enable the Customer and Service Centric approaches to be realized by taking a “whole business” approach to OSS. The course will discuss what is meant by terms like Quality, Service Management and Service Assurance and will then consider the “Quality” aspects of NGOSS artefacts - eTOM, TAM and SID.
Download PDF


Level  Introductory

Who should attend? Pre-requisites
Management and operational staff who are responsible for the delivery of service either externally to customers or internally to other departments. These include: business managers, business analysts, legal staff, solution architects, operations managers, and process practitioners from network operators, service providers, solution vendors, and systems integrators.

None.


Technology covered
This course is technology neutral.

Upon completion, you will be able to:

  • The need for Business to embrace a “quality first” approach to all of its customer facing and internal interactions
  • The relationship between quality and NGOSS
  • We will discuss how this can have a direct impact on the bottom line
Agenda:
  • Understand the importance of considering quality first and how it has a direct bearing on the success of their business
  • Appreciate the metrics that support customers in their quest for optimum service
  • Understand the concepts of quality, service management and service assurance
As with all official TM Forum courses, certificates of achievement will be issued.

Click here for a list of Instructors.
Last updated Friday, July 04, 2008
Copyright © 1988-2008, TM Forum. All Rights Reserved  | Terms & Conditions | Privacy Policy | Contact Us | Sitemap