Cable Initiative

Improving Customer Experience by Coupling Process and Measurement

PaulOusterhout — Wed, 11 Jan 2012 14:38:01 GMT

Vincent - Yes, the MCE group is doing complementary work, and I'm working with Wei and Shai to see how to harmonize. I'm also talking with Beryl and Toni Graham about tightly coupling with the BPMS. And of course we'll be working more with Gary Bonneau on measuring processes and especially the gaps in the processes, or changes in control in the process flow.

The point - we're starting to spread our wings a bit now that we have a really strong foundation. It's going to be an exciting year as our BI group joins forces with other working groups!

Improving Customer Experience by Coupling Process and Measurement

PaulOusterhout — Wed, 11 Jan 2012 14:29:31 GMT

Shai - we're still working out when/if the joint meeting will take place in Madrid. There seems to be a growing swell of interest, and we're approaching Craig Bachmann and Steve Cotton on the subject. More to come.

Improving Customer Experience by Coupling Process and Measurement

VincentFUNG — Tue, 10 Jan 2012 16:04:06 GMT

Hi Paul,
just a summary of our discussion before NY:
In the context of new product launch in MSOs, what operational metrics we should use to prepare and measure the success (can map Gary's KPI categories and previous cable BI KPIs), what are the processes (eTom/ITIL) to measures and collect data, what data (can be structured/unstructured ) and how to aggregate those data (SID) to support the measure.

We have lots of useful TMF work products to leverage. On cable side, we have parallel work with processes, SID mapping, reference architecture in different functional areas.

To Shai's point - we, the MCE group, are having similar work intiatives to get into more detailed levels in CE KPIs area.

I think it can go to catalyst direction. Would like to see whether we stay at business metrics level, or we will choose some functional areas to get deep down to, e.g. fulfillment, assurance, or in general customer care.

Thanks,
Vincent

Reminder for Madrid Action Week 2012

JennyIvanushkina — Tue, 10 Jan 2012 13:52:17 GMT

Greetings!

As we get ready to attend the upcoming Action Week in Madrid just a few things for each of the session leaders to remember. The need to reinforce the importance of our processes and procedures related to intellectual property. Items such as:

Use of the contribution tab for all contributions.
Meeting notes specifically noting that members were requested to identify any IP related to each and every meeting
Requesting members to identify IP as part of the approvals process and keeping accurate records related to this
Reminding those attending the meeting that only members are allowed to attend all conference calls including Action Week meetings and that all attendees are explicitly bound by the TM Forum IPR policies, which each of their companies signed up to on becoming a member.

All material which plan to be presented during the Action Week meetings need to have been contributed by the 18^th Jan.

Meeting minutes or notes need to be taken for each session and posted to the community. There is a template available at: http://www.tmforum.org/TemplatesandForms/TMF419TMForumMeeting/39524/article.html and notes should contain at a min.

All attendees,
Key discussion items
Any actions assigned
All decisions/ agreements made
Results of voting process – if formal vote required.

Action Week Meeting Agenda is available on the web at: http://www.tmforum.org/FullAgenda/11797/home.html

Regards,

Jenny.

Improving Customer Experience by Coupling Process and Measurement

ShaiS2 — Mon, 09 Jan 2012 09:05:19 GMT

Hi Paul,

When exactly is this meeting going to take place?
I sound like a great oppurtunity to join forces with the MCE team as we are trying to tackle this as well. The MCE teams will be on Wedensday and we still have some hole and flexability to shift meetings. Woudlyou like to conduct a joint meeting on the subject?

Shai.

Improving Customer Experience by Coupling Process and Measurement

PaulOusterhout — Fri, 06 Jan 2012 15:26:46 GMT

As we move into the new year, a hot topic at TMF and within the Cable Initiative is the ongoing effort to tighly couple business process with KPI creation and measurement. This received a lot of play in Orlando in November, and will certainly be a key part of the discussions in Madrid.

How does your company currently combine the power of process and measurement? And how would you like your company to drive improvements customer experience by focusing on measurements and corrective measures during the definition/design/creation of new products and services?

Join us in Madrid for what will certainly be powerful discussions on these, and other topics!

Register by Dec. 21 to save while participating in Cable activities at TM Forum Action Week

PamelaGuyton — Fri, 16 Dec 2011 18:09:33 GMT

As a final reminder, discounted registration for TM Forum Action Week Madrid (January 23-27, Madrid, Spain) ends on Wednesday, Dec. 21. This is your last chance to save 25% while contributing to TM Forum Cable Initiative projects, so don’t delay.

TM Forum Action Week is a members-only collaborative working event that gives you the inside track on industry trends and the evolution of best practices and standards. We’re pleased to announce that year’s event is sponsored by Telefonica.

View the agenda and register online today to lock in the discounted rate, and you’ll be invoiced (due net 30).

Why You Can’t Miss This Event:

Last July, TM Forum created the first “Quick Start Pack” for cable to solve a concrete industry challenge – rapid rollout of new services such as TV Everywhere. The vehicle of the Quick Start Pack proved to be perfect, enabling a team of MSOs and suppliers led by Cox Communications and Time Warner Cable to develop a best practice based on TM Forum’s Business Process Framework (eTOM) in just 2 months.

The TM Forum Cable Initiative would like to repeat this model in 2012, starting with TM Forum Action Week; but we cannot succeed without the input of the MSOs to prioritize the projects, inspire the teams with stories of real world challenges, and review the output to ensure it meets the challenge.

At TM Forum Action Week, you’ll help select 3 to 5 topics for our next set of Quick Start Packs, and launch the work efforts, with the goal of delivering these best practices prior to Management World 2012, the industry’s premier communications conference, with 3500+ attendees, in Dublin. Attending TM Forum Action Week gives you the opportunity to join this important Catalyst project.

Review the Cable agenda/meeting schedule and register online today to save!

Friday Dec 16 eTOM/Cable meeting CANCELED

JennyIvanushkina — Thu, 15 Dec 2011 20:34:45 GMT

Hello,

Please note that we will not have our regularly scheduled eTOM for Cable project meeting this friday December 16 and we'll reconvene in January.

Wishing Happy Holidays to everyone!

Regards,

Jenny.

Have you registered for Madrid Action Week?

JennyIvanushkina — Wed, 14 Dec 2011 13:52:23 GMT

Greetings!

Just a friendly reminder that registration for Madrid Action Week is now open!

Register Now for TM Forum’s Frameworx Spotlight on Cable
January 23, 2012 Madrid
www.tmforum.org/gocable

Don’t miss TM Forum’s Frameworx Spotlight on Cable, taking place January 23 during TM Forum Action Week Madrid 2012. Featuring insightful case studies presented by industry thought leaders from global cable MSOs, find out how the cable industry is transforming to maintain flexibility and agility to survive the current competitive climate. The event also highlights the progress of TM Forum’s Cable Initiatives in delivering ‘Frameworx for Cable’ to support new services and showcase tools, resources and solutions, to enable time to market while reducing risk.

Speakers include:
·        Peter Percosan, Managing Director, Cable Europe Labs

·        Janhein van Brienen, Vice President, SCTE

·        Geert Van Hove, CIO, Telenet

·        Željko Batistić, COO & CTO, B.net

Visit www.tmforum.org/gocable to register. If you are already registered for TM Forum Action Week, you can log in here <https://www.tmforum.org/registration/default.asp?SID=408> and add it to your registration.

Regards,

Jenny.

RE: eTOM for Cable Charter draft

MartinLiu — Thu, 01 Dec 2011 10:03:28 GMT

New technology is driving the MSOs to change idea about eTOM, do they really need to simulate EPON/GPON ONU as Cable Modem to protect old backend system investment?
The MSOs can operate traditional TV service with different way becase HFC network is really different. I can not image they operate EPON based IP service differently compared with Telcos. TMF is in good postion to help MSO in technology transfer.

Reminder: Join Webinar this Friday at 9am EST

JennyIvanushkina — Mon, 28 Nov 2011 15:42:33 GMT

Rapid Deployment of New Cable Services with Quick Start Packs

Rapidly deploying new services is critical to success for cable MSOs, but the processes for implementation are numerous and complex and as a result can create unforeseen problems.

To tackle this challenge, the TM Forum’s Cable Interest Group has created two new Frameworx “Quick Start” solutions:

Join us for a one hour webinar to learn how these Quick Start documents can help your business immediately:

Date: Friday, December 2^nd
Time: 9:00AM EST/2:00PM UK

The TV Everywhere Quick Start Pack is based on the TM Forum’s proven and widely adopted Business Process Framework (eTOM) and addresses both the strategic elements of product conception, specification, development and launch and the operational impacts related to order management, problem resolution and customer change requests. The Business Intelligence Quick Start Guide identifies the top 20 KPIs for MSOs focused on optimizing customer experience and maps them against processes in the Business Process Framework.

Both Quick Start documents focus on identifying the sections of Frameworx that apply to solving new services roll-out challenges, and simplifying the application of Frameworx for defining solutions in the MSO environment.

Agenda:

Chair: Craig Bachmann, TM Forum

1. TV Everywhere on Mobile Devices Quick Start Pack Overview
Speaker: Gary Bonneau, Cox Communications

What can the Quick Start Pack be used for?
How do I get started using the Quick Start Pack?

2. Quick Start Guide: Cable Business Intelligence Overview
Speaker: Paul Ousterhout, Batmann Analytics

How should KPIs be integrated when rolling out new services?
Why does using KPIs throughout the service roll out process provide me with an advantage?

3. Applying Cable KPIs in Other Scenarios
Speaker: Michael Rogombe-Williams, IBB Consulting

How else can the KPIs in the Quick Start Guide be used to help my business?

I hope you can attend this important event. If you have any questions about the Quick Start documents, the TM Forum’s Cable Interest Group, or getting involved in creating the next set of Quick Start Packs in the meantime, please contact me directly at cbachmann@tmforum.org.

Best Regards,

Craig Bachmann
Initiative Director, Head of Cable Market Support Center
cbachmann@tmforum.org

Reminder - Cable Business Intelligence call

JennyIvanushkina — Wed, 23 Nov 2011 14:21:56 GMT

Good Morning,

Just a friendly reminder that our Business Intelligence team meeting will be today at 10:00AM EST. THe agenda for today is:

Roll Call/introductions
Call for IPR
Next Meeting dates
Cable Initiative Webinar on 12-2
Team Action Week in Madrid
Orlando Review
Review current ideas for next project:

Regards,

Jenny.

OSS/BSS meeting today CANCELED

JennyIvanushkina — Thu, 17 Nov 2011 13:59:12 GMT

Good Morning,

We will not have our OSS/BSS meeting today and instead will meet after the holidays. Brett will send out invite with the agenda for that meeting.

Regards,

Jenny.

Cable Team Meeting at TM Forum Action Week Madrid

JennyIvanushkina — Tue, 15 Nov 2011 23:40:09 GMT

Greetings!

Planning to attend the Cable Team Meeting at TM Forum Action Week Madrid, January 23-27, 2012? Join us to make your voice heard, and to help shape the standards that define our industry! Learn more and register by Nov. 20 for maximum discounts.

Regards,

Jenny.

Com Hem Case-Study - feedback welcome

JennyIvanushkina — Fri, 04 Nov 2011 17:48:16 GMT

Greetings,

Just a friendly reminder for those who do not subscribe to Cable Blog - there is a new Case Study from ComHem that just got published and available for download:

Enabling IT to play a central business and operational role

And we would like to invite everyone to read it and provide feedback or open discussion for interesting point that caught your attention.

Regards,

Jenny.

IT and the Cable “Business”

CraigBachmann2 — Thu, 03 Nov 2011 16:23:55 GMT

Alignment of IT and “the business” is a challenge in any industry. A new case study from ComHem http://www.tmforum.org/CaseStudies/EnablingITtoplay/47127/article.html presents a very interesting approach. ComHem is the largest cable operator in Sweden and has achieved significant growth while operating in the demanding private equity environment in Europe.

This case study outlines the innovations that the ComHem IT team has brought to the table. For example, “ In parallel to TM Forum’s Frameworx, the adoption of LEAN [a process improvement discipline originally applied to manufacturing] throughout the organization has made a tremendous difference to our ability to deliver change. In software development, the adoption of LEAN has led us to implement an organization providing a continuous flow of change, improving the way we work continuously, and constantly reducing waste.”

I encourage everyone faced with the challenges of aligning IT and “the business” to read, comment, and contact ComHem with questions regarding their approach. We thank ComHem for sharing their experience with our TM Forum community.

Cable Update Webinar recording

JennyIvanushkina — Thu, 27 Oct 2011 19:45:49 GMT

Greetings,

We'd like to thank everyone who participated in our Cable Initiative Update webinar this week and for your feedback on the poll questions as it will allow us to get better focus going forward.

For anyone who was not able to join-in, you can find it recorded and also available for download as a PDF version of the slide deck, by going to our main Cable Initiative page - Meetings and Events section: http://www.tmforum.org/MeetingsandEvents/7141/home.html

Regards,

Jenny.

RE: OSS/BSS Team meeting - reminder

JohnR6 — Wed, 26 Oct 2011 02:04:27 GMT

Howdy, Brett...yup, User has been a gap for a while. However, the good news is that will be filled in the next release of the SID - 10.0 which we are planning to get out around the end of this year. In the mean time you can find the latest work here...
http://collab.tmforum.org/sf/go/doc14647?nav=1

RE: OSS/BSS Team meeting - reminder

BrettBrock — Wed, 26 Oct 2011 01:39:12 GMT

John,
A cursory review of the SID was done and some desired entities and concept where not found during that review. One example is an entity representing a user instead of a customer. The view is that a user and a customer are not the same, particularly in a commercial environment. The user is viewed as having with rights to use a service or access content "as is." The customer on the other hand has authority over what value is being acquired. A more thorough of analysis will be conducted as we map the PacketCable entities into the SID equivalents.

Re: Cable Initiative, OSS/BSS Architecture Charter

JohnR6 — Tue, 25 Oct 2011 23:29:58 GMT

Howdy, Brett. I would be happy to assist from a SID perspective. I have also cross posted this to the SID community to see if any other members would be interested in supporting this work.