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“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. |
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| Course Details |
| Code: |
N08-15 |
| Title: |
SQM Overview |
| Instructor: |
Andy Chalmers |
| Day: |
Monday, May 19, 2008: 8:30am - 12:30pm |
| Course level: |
Introductory |
Intended for:
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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. |
| Pre-requisites: |
None. |
| Length: |
Half day |
| Technology Being Taught: |
This course is technology neutral. |
| Highlights: |
This course explores:
- 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.
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| Upon completion, delegates will be able to: |
- 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.
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| Agenda: |
- Overview;
- The importance of taking the quality approach;
- Service management;
- Service assurance;
- Quality and NGOSS.
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| As with all official TM Forum courses, certificates of achievement will be issued |
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Instructor:
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Andy Chalmers
Andy Chalmers has over 35 years experience in the Telecommunications Industry.
In the past 8 years Andy has specialized in OSS and in particular Service Management where he has worked for Service Providers, Software Vendors and as a Consultant on business transformation projects.
For the TM Forum, he was editor of the Wireless service-based Measurements Handbook, a Contributor to the SLA handbook and presented the successful webinar on SLAs in November 2006.
Andy is Director of the TM Forum’s Catalyst Program and is a program manager for the Applications Framework (TAM) team.
He brings a range of perspectives to the subject, business, technical and operational. |
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