Welcome to the Transformation Resource Center

The purpose of this blog is to introduce a new initiative at the TM Forum, the Transformation Resource Center (TRC), and rto welcome TM Forum members to it. I am hoping to capture here an overview of the TRC, drivers for and our working definition of transformation, some examples, and most importantly, how members can create and derive value from the TRC, as well as the broader TM Forum Web Community.

The Transformation Resource Center

Transformation is a frequently used term that embraces many areas in which the TM Forum has been active over the years.  Much of the Forum's work has been aimed at systems and process transformation activities, but these activities often exist in the context of broader issues – for example, if service portfolios or business models fundamentally change, then systems and processes are impacted accordingly.  

The key objective of the TRC is to establish TM Forum as a well regarded, industry neutral, major information resource for service providers on various aspects of transformation, emphasizing systems and processes, but also including business, market and portfolio perspectives.

You can find the TRC at www.tmforum.org/trc

Transformation for Service Providers

Service providers today are faced with myriad challenges in virtually every aspect of their businesses

• Service portfolios are expanding rapidly, with limited understanding as to the potential success of individual new services
• Customers are demanding value and simplicity, but have more choices than ever of where and how to meet their needs
• Business models are shifting, as service providers increasingly realize they are part of a larger value chain, and strive to carve out their place in it
• Regulatory environments are dynamic, and issues like structural separation and net neutrality have huge potential impact
• Competition has intensified, as larger players have moved into adjacent markets and upstarts  have developed  “over the top”  delivery strategies
• Technology has changed radically, as networks evolve to incorporate IP routing, high speed wireless access, open services platforms, and intelligent user devices, etc.

Faced with these challenges, service providers are striving to transform themselves. Telecom transformation is the evolution of service providers from a capital-intensive, technology-focused business model to a leaner, more agile, customer-focused service delivery model.  

Service providers have been engaged in transformation for some time. Some examples of this include:

• Transformation of the network through  migration to IP platforms, new access capabilities, collapse of multiple transmission and access functions and capabilities into much smaller boxes, and the introduction of countless new servers, as well as the more recent introduction of SDPs and IMS.
• Transformation of outside plant operations, including new engineering processes and techniques, as well as improved spares inventory, skills inventory, and logistics capabilities.
• Transformation of the service portfolio by leading operators, creating stronger and more complete offerings for customers, through better understanding of market opportunities and customer needs
• Transformation of partnership strategies, where partners (e.g. media and entertainment companies) collaborate as equals to expand the scope and profitability of the value chain.
• Transformation of new services planning, creation and implementation processes and tools, to bring new products and services and platforms to market more quickly
• Transformation of the systems infrastructure through the introduction of more open, standards-based systems and software
• Transformation of customer relationships, including empowering customers with more control through Web and automated interfaces
• Transformation of the operations organization from focus on primarily network management functions to include end-to-end service management
• Transformation of the workforce to adapt to the new realities, through training, focused hiring, and selective outsourcing
• Transformation of revenue management processes, with the introduction of lower cost, more flexible charging  capabilities, and to insure the integrity of revenue capture and distribution
• Transformation of supply chain management to improve sourcing and supplier management
• Transformation of interdepartmental processes such as service provisioning to improve responsiveness and lower costs

While virtually every service provider has some sort of transformation effort underway, and some target areas are farther along than others, a handful of early leaders have emerged.  For example, BT has made great progress in network transformation with its 21C program. Telecom Italia has emerged as a leader in the transformation of its OSS portfolio.  AT&T has shown leadership in establishing broad electronic relationships with its large business customers.  China Mobile has emerged as a mobile content leader through its strategic partnership with content company Tencent Holdings.

Impact to TM Forum Members

Many of our members are currently implementing transformation programs at various levels. A great deal of practical knowledge is being gained in service providers; integrators and technology supplier organizations. While some of this knowledge is clearly commercially sensitive, the TRC is uniquely placed to help the industry worldwide establish a body of information.  Our growing web communities allow people from many companies to collaborate online and share information. This allows the TRC to reach thousands of people in member companies, garnering ‘real world' knowledge and providing a credible source of information of transformation.

TM Forum members will then be able to use the assets of the Transformation Center in all aspects of their transformation projects, from infrastructure and systems transformations through to people and process transformations.

While it is early days for the TRC, we hope to evolve it to a sort of “one stop shop” for issues around transformation, working with the web-based TM Forum Community -

www.tmforum.org/community

A Call for Contributions and Feedback

While the notion of a Transformation Resource Center is quite compelling, the reality is that the TRC's success will be based on the value of its content.  While we are diligently scouring the Forum for artifacts to be included, and we will originate some content ourselves, we are soliciting content from those with experience in transformation projects, that others might learn how to navigate the complex and sometimes dangerous routes posed by transformation initiatives. We would encourage you to send your content to our own Shira Levine for review. You'll find her at slevine@tmforum.org.

We are also looking for feedback on the TRC, and would welcome commentary on the web site, the content and the mission of the group. Please send this to me at rrich@tmforum.org

We look forward to a long and successful run for the TRC, but mostly, we look forward to supporting TM Forum members in their efforts to transform.  Best wishes to all of you in your transformative journey.