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Analysis Provisioning Process in SIM Card Activation at Telecommunication

Operator using BPM and Balance Scorecard

Conference Paper · April 2014


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3 authors:

Dhanny Permatasari Putri Rizal Broer Bahaweres

Universitas Mercu Buana Syarif Hidayatullah State Islamic University Jakarta


Mudrik Alaydrus
Universitas Mercu Buana


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Analysis Provisioning Process in SIM Card Activation at
Telecommunication Operator using BPM and Balance Scorecard

Dhanny Permatasari Putri, Rizal Broer Bahawares, Mudrik Alaydrus 1)

1) Department of Electrical Engineering, Faculty of Engineering, Mercu Buana University Jakarta
Indonesia; email:,,

Abstract - In telecommunication, provisioning is demand of the prepaid SIM card in the market.
the process of preparing and equipping a network to
allow it to provide (new) services to its users, which To fulfill the demand of SIM card numbers for the
the functionality and the most important concepts of customers, SIM cards has to be provisioned before it
business process in SIM Card provisioning is a distributes to customers, - which called provisioning
process to activate the SIM Card network and services process. Because a process can play a crucial role in
before it is used by customers. This research is about business process performance, so the new ways of
to analyze the provisioning process between the using good process in provisioning is the reason why
manual process and the automation process. The SIM Card process is so important to be analyzed.
important element to measure the management
process is performance evaluation. Measuring and This paper therefore proposes the use of Business
managing performance constitutes a difficult task in Process Management and Balanced Scorecard (BSC)
any kind of organization, but the clearly defined of strategy to develop a framework to be used to enhance
business process, goals and stakeholders can guide the business process improvement perspective of an
to a better company policy for company organization. The study is informed by a case study of
improvement in the future. This study contributes to a business unit of SIM card provisioning at
the literature of business process in provisioning, telecommunication operator in Indonesia. The paper
business process management and balanced contributes to the literature of mitigation of
scorecard of an organization. improvement of organizations.

Keywords: SIM card, Provisioning Process, Business 1.1. Research Questions

Process Analyst, Business Process Management,
Balance Scorecard. From the results of exposure in background above, can
be drawn issues of the following main research
question namely:
1. INTRODUCTION  How to make improvement in a business process
of SIM card activation with the large number of
The rapid development of telecommunication new SIM card requests (with MSISDN inside)?
technology has deep impact to services and  Can provisioning process performance in
applications delivered by telecom operator; like the provisioning process be measured by Balance
development of smart phones, tablets or notebook, this Scorecard in part of Internal Business Process
is one of a trigger the increasing of customer number quadrant?
for telecom operator. Telecommunication industry has
presented new possibilities to exploit technologies, 1.2. Constraints and Scope of Work
products and process to support strategies for increase
their revenue. Telecom operator as part of the  The scope of this thesis research is related to the
telecommunication industry also takes this opportunity business process of Pre Paid SIM Card
to increase their revenue by increasing the number of provisioning in GSM Telecommunication
customers and also increase income from the use of Operator.
their service products, -for using mobile  For evaluation and data analysis methodology in
telecommunication services or broadband services by this research is using Balanced Scorecard.
the customers.  The Balance Scorecard focus in the part of the
internal business improvement.
Almost 95% Indonesian population use mobile gadget
subscribes for the Pre paid card for mobile How to measure improvement is not only about the
telecommunication services with the people behavior in way activities are performed, but it can also provide
now a day which has more than one mobile additional insights whenever performance information
devices/gadget and also the behavior to spend more is projected into useful information for the company,
time accessing internet via mobile in their gadget, management or for enhancement of the process itself.
makes telecommunication operator has to fulfill the And therefore the research study is done.
2. RELATED WORKS Flowchart is a type of diagram that represents an
algorithm or process in designing and documenting
Former research about business process modeling was complex processes or programs. The diagram usually
research by MM Avarzaman & A Salahi, a journal in illustrates the solution of problem.
2009, “The Increasing Performance of Authentication
in UMTS” is about the authentication and key Activity diagrams are graphical representations of
agreement function to identify and a mobile station workflows activities and actions for choice, iteration
and validates the service request type. It also and concurrency.
explained about proposed signaling message flow for
authentications which improve performance which A sequence diagram is a diagram that shows objects
reduce the authentication time, set up and data size interaction in time sequence of how the processes
and then from Tianyang Dong, Hongming Cai and operate with one another and in what order also
Boyi Xu, “A Business Process Modeling Approach construct of a Message Sequence Chart.
Based on Semantic Event-driven Process Chains”, in
2010 using BPEL mapping. BPM technology is now considered as solutions to
deliver real-time, actionable information. Information
Then in 2011 a research by Ljubica KAZI, et al about can be acted upon in a variety of ways and also can be
"Balance Scorecard (BSC) Framework in Software made using real-time dashboards. The important
Project Monitoring", explain about BSC can be as concept of information is implemented in an enterprise
concept as performance measurement system in the software packages in to a “modeling” that also a
field of IT. simulation. It is an approach that bridges
organizational and technological in a package.
And a recent study from Kudo, M.; et al from IBM
Researcher, the research was, "Business Process 3.2. Balanced Scorecard
Analysis and Real-world Application Scenarios” that The balanced scorecard (BSC) is an analytical
lead the author to have research in business process framework used for strategic planning and
improvement in one of business unit in a management within an organization. It ensures
telecommunication company. congruency between business activities and the
organization’s objectives, vision and strategic goals.
Base on related work of the previous researches and BSC helps in realizing organization’s internal
other reading materials, this research study suggested business process, learning and growth. And
six hypotheses to test the influence of automation organizations will be putting in place instruments for
system as parameters to the business process checking and balances to improve its performance.
improvement perspective of an organization. These
hypotheses are;
 With the Automation process in provisioning
should optimize the business process.
 Can handle a large number request of Pre Paid
SIM card provisioning from Regional User
(Sales) team than with the manual process


3.1. Business Process Management

Fig. 2 : Balanced Scorecard Framework
Business Process Management (BPM) is the discipline
that combines knowledge from information
technology and knowledge from management sciences 3.3. SIM Card Activation in Provisioning Process
and applies this to operational business processes [3].
In telecommunication, provisioning is the process of
The BPM life cycle can be drawn as figure bellow; preparing and equipping a network to allow it to
provide (new) services to its users. It is a process to
activate SIM card network and services before it is use
by customers.

In provisioning some process has to complete due to

the activation process such as authentication in
Fig. 1 : BPM life cycle Network Element (NE), IN/Online Charging System
(OCS) and other system related to the operator. There
Business process can be illustrated with flowchart, are two categories in activating SIM card, from new
activity diagram and sequence diagram. numbers usually called “activation process” and from
recycled numbers usually called “deletion process”.  The HLRs store detail of every SIM card
issued by the mobile phone operator. Each
SIM has a unique identifier called an IMSI
which is primary key to each HLR record. (C)
 OCS/IN is Online Charging System (D)
 SPR is Subscription Profile Repository; a
caching database, which also represent all data
in HLR. (E)
 ARS is Automatic Route Selection/Selector; a
data base system that handles system of
Customer Relation Manager, that related to
Fig. 3 : Business Process SIM Card in Telecommunication
MSISDN and IMSI mapping. (F)

For evaluation and data analysis methodology to get

expected result in this research, the flowchart and the
activities are:

Fig. 5 : Element in provisioning

The main functional element that important in

provisioning process to be passed in cards activation
such as:
 Product ID  Expire Date
 IMSI  A4G
 Provider ID
 A4KI

The process also has to include:

Fig. 4 : Research Methodology Flowchart  Validation
 Check routing configuration
This research is directed to the analysis of the  Prepare data and command
performance of a company Business Process in
handling the provisioning process of pre paid SIM
5.2. Step 2- Design and Modeling
Card activation in telecommunication operator using a
variety of perspectives in the Balance Scorecard
After identification of Scope and System
method with inserting Business Process Management Requirements then visualize in a diagram as the
as the step to define the internal business process part. design and model of the business process flow

Research results obtained from the implementation

of steps taken to validate the method are;

5.1. Step 1 - Data/ Information collection

The results of the identification of vision of step

and procedure in provisioning process;

5.1.1. Element in Provisioning Process System:

 Database; for handling card’s life cycle. (A)
Fig. 6 : Provisioning Process-Activation in Sequence Diagram
 Mass Provisioning process (B)
Fig. 7 : Provisioning Process-Auto Deletion in Sequence Diagram
Fig. 9 : Process using BizAgi simulation (2) – Result
5.3. Step 3 – Execution
5.4. Step 4 - Monitoring & Optimization
Based on the requirements based in the user story, it
determines that the technology to be used is web Provisioning process in manual; the flow was still
service application as the improvement of the use facsimile to request for activation of SIM Card
business process in SIM card provisioning. In this before it sell to the dealer and the amount of data is
research author uses Bizagi simulation as the not so much (around hundred thousand). Usually the
software to simulate the provisioning process model Regional Sales send facsimile of Nota Dinas to Mass
proposed. The simulation is used to know the Provisioning team.
process created can be run and processed as Table 1 : Data Transaction Summary (Manual Process) in a Year
expected, before it implement in the new system.
The new system of the change request project is
implemented in the web-service application, which
is integrated with other related system. Below is
the model of the provisioning. Application can
download free at

The result of the simulation can be seen in the

figure below.

After Mass Provisioning become automation, which

using integrated system that integrate with other
system such as HLR, OCS and others, the number of
the data transaction summary is increasing.

Table 2 : Data Transaction Summary (Automation Process) in a


Fig. 8 : Process using BizAgi simulation

5.5. Analyze

5.5.1. Concepts of Provisioning Business Process

with BSC
Aligning business process in Provisioning with BSC,
by choosing Strategic Measures for the Four
Perspective explain in a table matrix bellow below.

Table 3 : Matrix BSC, Strategies & Measurement Table 6 : Average Transaction and Request in manual process

5.5.2. Data Analysis and Result

From data taken in company annual report, we can

get data for number of customer in postpaid and
prepaid subscribers, which will be use for customer
perspective quadrant analysis.

Table 4 : Comparison the Number of Customer

For internal business prospective quadrant we can

analyze from the request in a year then we divide the
data until we get how many requests in a month and 6. CONCLUSIONS & RECOMMENDATION
transaction success complete in a month also in a
minute. After analyzing the problems and collecting the
data of the process and also the simulation model
Table 5 : Qualities that are comparable in a table
with BizAgi software, the improvement that taken
in provisioning process of SIM card activation is
by making automation in the process which also
integrated system based on web-service

To measure the improvement in provisioning

process is by using BSC, which also the aim of this
study can be adapted to a telecommunication
company as a measurement. It already proof that,
After defining the strategies and measurement and this research uses BSC to measure the
also based on experts’ experience in the industry improvement. The results are:
specially in handling provisioning process for SIM
 Velocity/ Cycle time for average number of SIM
card activation then we try to define the percentage
card complete process in 1 minute increase
targets have to achieve by each perspective quadrant
and strategies. The measurement will be done by 9863% from 20.19 per minute in manual process
calculating how much performance improvement has to 2011.76 in automation process
been achieved by the provisioning department after  Number on time deliveries in automation process
the provisioning process become system automation. is more effective because all requests can be
handled without overtime, which different from
There are some changes after the automation process manual process from 2907641 increases to
is released based on the interview from the support 289692935.
team, one of the changes such as the less number of  For number employee and the cost of the
the resources and the less number in working hours Operating expense in simulation shows effective
(no overtime), which summary can be seen in table and efficient improve 71.43% than manual
process Journal of Engineering Management and
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