Business Process Framework (eTOM)

Experts
Correct the Process Map

Strategy, to Readiness (S2R) Operations

Billing & Revenue Market & Sales Strategy Operations Assurance Fulfilment Lifecycle
Management Management Readiness Management
nt & Support

Business
Market &Partner
Sales

Customer
Customer

Capability Delivery
Product
Common
Common

Service
Service

Market Sales
Resource

Resource
Business Partner

Enterprise
Identify the Core Processes in each domain

Strategy, to Readiness (S2R) Operations

Strategy Capability Lifecycle Operations Fulfilment Assurance Billing &
Management Delivery Management Readiness Revenue
& Support Management

Market & Sales

Market & Sales

Customer
Customer

Product
Product

Service
Service

Resource
Resource

Business Partner
Business Partner

Enterprise
Process Mapping Exercise
Process Mapping Exercise – Sample SOlution

Resource Data Collection

& Distribution
Resource Performance
Management

Service Quality Management &

Customer
QoS & SLA Management
Customer
QoS & SLA Management
Possible Gap – Report
Customer QoS

Customer
Interaction Management
 Extending
Business Process
Framework
Process Naming Guidelines

Resource
Problem Handling
Isolate Customer Core Process - Noun
Trouble
Problem
Management

Task Processes –
Verb & Entity
Non-redundant Processes

Problem Handling
Manage
Isolate Customer
Problem
Reservations

Problem Handling Problem Handling

Manage
Isolate Customer Manage
Isolate Customer
Appointment
Problem Resource
Problem
Reservations Reservations
Processes in different domains
Decomposition of Process
Lifecycle Analysis – Top-Down Approach

Plan Acquire Use Dispose

Order Handling

Determine Track & Manage

Complete
Customer Order Authorize Credit Customer Order
Customer Order
Feasibility Handling

Issue Customer Report Customer Close Customer Manage Order

Orders Order Handling Order Fallout
Lifecycle Analysis – Top-Down Approach

Plan Acquire Use Dispose

Order Handling

Determine Track & Manage

Complete
Customer Order Authorize Credit Customer Order
Customer Order
Feasibility Handling

Issue Customer Report Customer Close Customer Manage Order

Orders Order Handling Order Fallout
 Lifecycle Analysis – Bottom-Up Approach
Color Legend: Plan Acquire Use Dispose

Problem Handling
Manage
Isolate Customer
Problem
Appointment

Associate
Problem Handling View
ProblemStaff
Handling Problem Handling Problem Handling
Isolate Customer
Appointment Isolate Customer Isolate Customer
Schedule Create
Isolate Customer
Problem Availability
Problem Problem Problem
With Work Item Appointment Appointment

Problem
Cancel
Isolate
Handling
Customer
Problem Handling
Isolate Customer
ModifyHandling
Problem
Isolate Customer Problem Handling
Coordinate Isolate Customer
Reschedule
Appointment
Problem Problem Appointment
Problem Problem
Appointment Appointment
 Lifecycle Analysis – Bottom-Up Approach
Color Legend: Plan Acquire Use Dispose

Problem Handling
Appointment
Manage
Isolate Customer
Management
Appointment
Problem

Associate
Problem Handling View
ProblemStaff
Handling Problem Handling Problem Handling
Isolate Customer
Appointment Isolate Customer Isolate Customer
Schedule Create
Isolate Customer
Problem Availability
Problem Problem Problem
With Work Item Appointment Appointment

Problem
Cancel
Isolate
Handling
Customer
Problem Handling
Isolate Customer
ModifyHandling
Problem
Isolate Customer Problem Handling
Coordinate Isolate Customer
Reschedule
Appointment
Problem Problem Appointment
Problem Problem
Appointment Appointment
 Lifecycle Analysis – Bottom-Up Approach
Color Legend: Plan Acquire Use Dispose

• What Lifecycle is missing?

Problem Handling
Appointment
Manage
Isolate Customer • What can be generalized?
Management
Appointment
Problem
• What doesn’t follow a guideline?

Associate
Problem Handling View
ProblemStaff
Handling Problem Handling Problem Handling
Isolate Customer
Appointment Isolate Customer Isolate Customer
Schedule Create
Isolate Customer
Problem Availability
Problem Problem Problem
With Work Item Appointment Appointment

Problem
Cancel
Isolate
Handling
Customer
Problem Handling
Isolate Customer
ModifyHandling
Problem
Isolate Customer Problem Handling
Coordinate Isolate Customer
Reschedule
Appointment
Problem Problem Appointment
Problem Problem
Appointment Appointment
 Lifecycle Analysis – Bottom-Up Approach
Color Legend: Plan Acquire Use Dispose

• What Lifecycle is missing?

Problem Handling
Appointment
Manage
Isolate Customer • What can be generalized?
Management
Appointment
Problem
• What doesn’t follow a guideline?

View
ProblemStaff
Handling Problem Handling
Isolate Customer Isolate Customer
Schedule
Availability
Problem Problem
Appointment

Problem
Cancel
Isolate
Handling
Customer
Problem Handling
Isolate Customer
ModifyHandling
Problem
Isolate Customer Problem Handling
Coordinate Isolate Customer
Reschedule
Appointment
Problem Problem Appointment
Problem Problem
Appointment Appointment

Associate
Problem Handling CreateHandling
Problem
Isolate Customer Isolate Customer
Appointment
Problem Appointment
Problem
With Work Item
 Lifecycle states of different entities

Intangible Oriented

Tangible Oriented Activity Oriented

Research/analyze
Formulate/prepare
Gather/analyze Approve/commit
Assess Issue/Create
Develop Analyze/diagnose
Deploy Retire
Fix, monitor, correct
Assess Close
Retire
Confirming Decompositions

Customer Problem

Problem Handling
Isolate Customer
Problem

Root Cause
Notification

Customer Problem
Root Cause
Notification
Verify Proper
Isolate Customer Provide
Close
Notify Customer
Problem
T&M Root
Verify
ProductProduct
ProblemUse Problem
Analysis
Cause Report
Completion
Customer
Configuration Notification
Problem

Perform
Report
PerformCustomer
Product -
Specific Track
Identify& Customer
Perform Manage
Specific
Problem
Related Diagnostics
Customer Problem Customer
Problem Root
Customer Problem
Cause
Problem
Diagnostics Tests
Process Decomposition Example

Core Process
First Level Task
Process
Process Decomposition Example

Core Process
First Level Task
Process

Second Level Task

Process
Process Decomposition Example

Core Process
First Level
Task Process

Second Level Task

Process

Third Level Task

Process
 Process
Simplification /
Optimization
A subscriber received a letter from their service provider…
Subscriber and customer interactions as per current process

Problem Handling
Isolate Customer
Create Customer
Problem
Interaction

Problem Handling Problem Handling

Isolate Customer Isolate Notification
Send Customer to
Create Subscriber
Problem
Notification Problem
Subscriber

Problem Handling Problem Handling

Isolate Customer
Create Customer Isolate Customer
Issue Customer Order
Problem
Order Request Problem
Minimize Subscriber and customer interactions

Problem Handling Problem Handling

Isolate Customer Isolate Notification
Send Customer to
Create Subscriber
Problem
Notification Problem
Subscriber

Problem Handling Problem Handling

Isolate Customer
Create Customer Isolate Customer
Issue Customer Order
Problem
Order Request Problem
Simplify Subscriber and customer interactions

Problem Handling Problem Handling

Isolate Customer Isolate Customer
Create Customer
Create Subscriber
Problem
Notification Problem
Order Request

Problem Handling Problem Handling

Isolate Notification
Send Customer Isolate Customer
Issue Customer Order
Problem
To Subscriber Problem
Identification of
process simplification
opportunities
Identifying Process questions
Five common Improvement Opportunities
that help explain what the framework is:

Obtain Process Interaction Feedback

Investigate Other Industries Approaches to

Simplification

Engage Industry Process Experts

Determine If a Process Flow Is a One Time Event

Prioritize Simplification Opportunities

Process simplification
guidelines
Define processes that aid in decision making

Assess Party Bill/ Variance

No
Invoice Detected

Yes

Variance Policies
Yes Evaluate Policy
Defined?

No

Variance Approve Party Bill/

No Yes
Approved Invoice

Negotiate Party Bill/

Invoice
Define processes that aid in decision making

Conduct Test Test Instructions

Define processes that aid in decision making (3 of 3)

Initiate Bank
Request to Open Account
Account Application

Applicant

Application
Access Policy Yes
Policies Defined?

Notify Bank Account No

Applicant

Complete Bank
No
Account Application
Allow external parties to perform and be involved in processes (1 of 2)
Allow external parties to perform and be involved in processes (2 of 2)
Minimize the number of interactions with other parties
Keep process flows simple so they can be reused (1 of 2)
Keep process flows simple so they can be reused (2 of 2)
Exercise – Process Simplification

▪ Telconet process analysts have adopted some example process flows that
were developed by TM Forum members using a older version of the Business
Process Framework.
▪ There are 2 processes developed by a different group of process analysts.
▪ You need to evaluate two of the given processes, to see if they can be
simplified.
▪ Use the Process simplification Techniques discussed in the session

▪ Note: You may find some differences in the domain names, do not worry
about that. It can be renamed if required as per the latest version of eTOM