T h e Te l c o R e v e n u e A s s u r a n c e H a n d b o o k

Queuing Theory and RA Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120

Major RA Development and Delivery Queues . . . . . . . . . . . . . . . . . . . . . . . . .120
Why Use Discipline/System Based Queues? . . . . . . . . . . . . . . . . . . . . . . . . .121
Establishing the Formal RA Help Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123

Section 3: Chapter 5 Why not Automate Revenue Assurance? . . . . . . . . . . . . . . . . .125

Breadth and Depth of the Fully Automated System . . . . . . . . . . . . . . . . .125

System Flexibility and Rate of Change Requirement . . . . . . . . . . . . . . . .126
Systems don’t Deliver RA, People do . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
The Balanced Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
The Two Sides of Revenue Assurance Delivery . . . . . . . . . . . . . . . . . . . . . . .127

Section 4 : Chapter 1 Mobilizing your Revenue Assurance Initiative . . . . . . . . . . . .129

Wrestling with the Multiple-Objective Initiative Challenges . . . . . . . . . . . . . . . .129

The Biggest Challenge to Any RA Initiative: Inertia . . . . . . . . . . . . . . . . . . . . . . . . .130
Inertia Remedy Technique No. 1: Facts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130
Revenue Assuranceand the Search for Real Facts . . . . . . . . . . . . . . . . . . . . .131
Inertia Remedy Technique No. 2: Bundling . . . . . . . . . . . . . . . . . . . . . . . . . . .131
Welcome to the Revenue Assurance Morass . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132
Revenue Assurance Case Building Techniques . . . . . . . . . . . . . . . . . . . . . . . .132
Revenue Assurance Capabilities Assessment (Chapter 4.2) . . . . . . . . . .132
Opportunity Maps (Chapter 4.3) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133
Implementation Avenues (Chapter 4.4) . . . . . . . . . . . . . . . . . . . . . . . . . .133
Revenue Assurance Project Challenges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133
Buying and Installing an RA System (Chapter 4.5) . . . . . . . . . . . . . . . . .133
Engaging Consultants to Assist with RA Activities (Chapter 4.6) . . . . . . .134
The “Classical” Revenue Assurance Project Plan (Chapter 4.7) . . . . . . .134
Setting up a Revenue Assurance Group (Chapter 4.8) . . . . . . . . . . . . . .134
BPR, Six Sigma and Revenue Assurance (Chapter 4.9) . . . . . . . . . . . . .134

Section 4 : Chapter 2 A Framework for Assessing RA Capabilities . . . . . . . . . . . . .135

Using the Assessment Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .135

Know What you Have, to Decide What you Need . . . . . . . . . . . . . . . . . . . . . . .136
The Major Assessment Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Assessment Dimensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137
Organizational Structure Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138