ARIS Best Practice in Telecommunications
Transcription
ARIS Best Practice in Telecommunications
ARIS Best Practice in Telecommunications Swiss Process Day - Berne, September 1, 2005 M. Witschi & B. Pfeil, TDC Switzerland AG Agenda 1. TDC Switzerland AG, Corporate Vision & Process Management 2. Aligning Business Processes and IT supported by ARIS 2.1. Challenges 2.2. Concept 2.3. Live Demo 3. Results © sunrise, M. Witschi & B.Pfeil 01.11.2005 2 Our investors & vision • Tele Danmark was privatized in 1994 Æ TDC • Today, TDC has holdings in 18 companies in 12 European countries “We want to earn our customers’ lifetime loyalty by offering the best customer experience and value for money.” • sunrise is a brand name of TDC Switzerland AG © sunrise, M. Witschi & B.Pfeil 01.11.2005 Hans Peter Baumgartner, CEO 3 A strong position Quality, reliability and trust Established telco Customerfriendly & customeroriented Image & lifestyle Price © sunrise, M. Witschi & B.Pfeil 01.11.2005 4 History & figures • Today, we are the No. 2 telecoms provider in Switzerland In CHF millions 140 120 • Launched in 2001 as 100 the first independent full-service provider 80 • 2,500 employees • 13 company locations 60 all over Switzerland 20 • Profitable company 0 40 Q3-02 Q4-02 Q1-03 Q2-03 Q3-03 Q4-03 Q1-04 Q2-04 Q3-04 Q4-04 Q1-05 EBITDA © sunrise, M. Witschi & B.Pfeil 01.11.2005 5 Organization: TDC Switzerland AG CEO CEO Hans Hans Peter Peter Baumgartner Baumgartner Finance Finance & & Corporate Corporate Center Center Kent Kent Skovsager Skovsager Legal Legal & & Regulatory Regulatory Beat Beat Moser Moser Corporate Corporate Communications Communications Strategy Strategy & & Business Business Development Development Andreas Andreas Moser Moser a.i. a.i. Malcolm Malcolm Myers Myers Human Human Resources Resources Fulvio Fulvio Federi Federi Mobile Mobile Kurt Kurt Lüscher Lüscher Wireline Wireline & & Internet Internet Morten Morten Broegger Broegger Wholesale Wholesale Thierry Thierry Zanada Network Network Bo Bo Chamberlain Chamberlain IT IT Marcel Marcel Walser Walser Customer Customer Care Care Dave Dave Durrant Durrant a.i. a.i. WIN Process & Project Management © sunrise, M. Witschi & B.Pfeil 01.11.2005 6 Analysis of units that influence processes CEO Strategy & Business Development Wireline & Internet Mobile Finance Process Planning (Design) Process Monitoring (Controlling) IT, Network Customer Care © sunrise, M. Witschi & B.Pfeil 01.11.2005 Process Execution (Implementation) 7 Agenda 1. TDC Switzerland AG, Corporate Vision & Process Management 2. Aligning Business Processes and IT supported by ARIS 2.1. Challenges 2.2. Concept 2.3. Live Demo 3. Results © sunrise, M. Witschi & B.Pfeil 01.11.2005 8 Challenges 1. Varying know-how, interest and experience in process management 2. Heterogeneous user groups with different requirements in terms of content and detail 3. Frequent employee rotations, organizational fine-tuning and responsibility changes © sunrise, M. Witschi & B.Pfeil 01.11.2005 9 Challenges and concept 1/3 1. Varying know-how, interest and experience in process management Æ Three-click access to processes Æ Individual direct links on request Æ Customized user view for the same process © sunrise, M. Witschi & B.Pfeil 01.11.2005 10 Three-click access to processes © sunrise, M. Witschi & B.Pfeil 01.11.2005 11 Individual direct links on request ARIS has a Global Unique Identifier (GUID) The GUID is used for html document names when publishing process models This GUID does not change when the model is updated A link can be generated to open the Web Publisher output displaying the desired model Example: ADSL activation online Process GUID: D47B8580-9CFB-4E7D-85D8-E0FBA7429D39 Direct Link: http://Web Publisher Output-Path/m*GUID*_nav.html D47B8580-9CFB-4E7D-85D8-E0FBA7429D39_nav.htm http://go.swi.srse.net/external_documents/win_cp_processes/10_sunrise_Processe/m © sunrise, M. Witschi & B.Pfeil 01.11.2005 go to Slide 19 12 Customized user view for the same process eEPC Value Added Chain UML Use Case Workshops, “To Be” Concept Management Summary, Budget Request IT Scope Document Obtain order or enquiry Status: Complete Process Hierarchy Level: 4 Obtain order or enquiry Obtain order or enquiry Status: Being processed Status: Being processed Process Hierarchy Level: 4 Since/on: 03.12.2004 Since/on: 02.03.2005 Since/on: 09.08.2005 Customer Desicion for purchase taken Decision for change of service or product taken Decision for service Suspension taken Decision for contract cancelation taken Direct Customer to specific Web Site Decision for Information request taken Process new Designed in Bonapart Select Language for information Open Sunirse Web Page Evaluate contact channel Send letter to sunrise Package sunrise Web Select Language for information Search Information & Product on Web Site Complete & send contact form Evaluate contact channel Send Fax to sunrise Select Language for information Customer Evaluate contact channel Customer Complete & send contact form Package Sunrise ADSL online Reg www.sunrise.ch Decide for contact via sunrise Partner or direct contact Open Sunirse Web Page Send letter to sunrise Send Fax to sunrise Information not in requiered language available www.sunrise.ch Contact via E-Mail or Web-Form selected Open Sunirse Web Page Telephone contact selected Customer Letter Contact selected Fax contact selected Send letter to sunrise Customer Send Fax to sunrise Personal contact prefered Customer Information to Swisscom Customer Care Complete & Sent order form (Online Reg) Pagage sunrise eShop Complete & Sent order form (eShop) Direct Customer to specific Web Site Decide for contact via sunrise Partner or direct contact Package Swisscom No Internet Access Web Link available Letter arrived at sunrise Customer on sunrise Web Site Fax arrived at sunrise Swisscom Direct Personal contact to sunrise selected Check if Pre-Selected Customer sunrise Partner to be contacted selected Swisscom Relocation List Search Information & Product on Web Site Customer Check feasibility of request execution Inform sunrise about relocation Transfer Request via partner Additional Information via Internet requested Direct Customer to specific Web Site Customer Care These Systems are: - ADSL Order Status Web connection Contact via - eService to Web with E-Mail or - ADSL online Registration direct interface - OPS (planned) Web-Form established - Relocation on the Web (for Sites without ADSL) selected - freesurf plus - premiumsurf Register incomming contact Complete & send contact form Mail in POP-Mailbox with subject info E-Mail Form generated by: - Relocation on the Web (for Sites with ADSL) - Tech Support form - eShop - domain online Registration Customer Sunrise Internet www.sunrise.ch Transfer request internally to request registration © sunrise, M. Witschi & B.Pfeil 01.11.2005 13 Challenges and concept 2/3 2. Heterogeneous user groups with different requirements in terms of content and detail Æ Integrate end users Æ Develop processes in a generic way Æ Provide user-specific views: projects, products and organizational units © sunrise, M. Witschi & B.Pfeil 01.11.2005 14 Example of access via specific view Activation VoIP Online Status: Being processed Process Hierarchy Level: Specific View: Identify contact & understand reason of contact Process WIN considering delay in Hardware delivery VoIP customer-order entry by e-shop (VoIP mail box) Customer VoIP view Capture / check customer & product data (manually) Status: Being processed Process Hierarchy Level: 1 Credit check needed (new customer) Verify address & autorise credit Use Product Customer verified & data up to date Manage Data, Soft- & Hardware changes Develop desire in product Evaluate Product Order Product Install Product at home Settle Bill with Provider (sunrise) customer liability competent registered Customer informed about order decline Complete information & direct request VoIP for new customer to be provisioned Hardware Delivery to be requested Configure Service Data tranfer to supplier Data tranfer to supplier Network ready for providing VoIP File by studerus correct recieved File by Trendcommerce correct recieved Prepare Hardware Prepare & Send Welcomeletter packet ready for pick up Letter ready for pick up Eliminate Product Problem Handling Information delivery to be requested Send HW out Status of Hardware delivery availabe Check for Hardware delivery delay Delay Information sent to customer Hardware delivery confirmed Install/ Configure Service on Customer Premise (Activation) Customer avtivation checked Generic View: 1st Level 2nd Level eTOM - Overview - Total Process Hierarchy Level: 2 Strategy & Commit Infrastructur Life Cycle Management Product Life Cycle Management Fullfillment Assurance Customer Relationship Management Service Development Service Management & Operation Recource Development Resource Management & Operation Supply Chain Development Supplier/Partner Relationship Management Billing Enterprise Management Strategic & Enterprise Planning Enterprise Qualtity Management Process & IT Planning & Architecture Financial & Asset Management Status: Being processed Process Hierarchy Level: 4 Status: Being processed Process Hierarchy Level: 5 Microsoft Word Document Operation Operation Support & Readiness Marketing and Offer Management Brand Management, Market Research & Advertising 5th Level Get address & credit check information Verify address & autorise credit Order Handling VoIP Status: Being processed Process Hierarchy Level: 3 Status: Being processed Strategy, Infrastructure & Product 4th Level 3rd Level Customer Relationship Management Processes Status: Being processed Process Hierarchy Level: 1 Research & Development & Technology Acquisition Disaster Recovery, Security & Fraud Management Human Resources Management Stakeholder & External Relations Management Operation Support & Readiness Fullfillment Assurance Billing CRM Operations Support Process Management Customer Interface Management Customer Interface Management Customer Interface Management Sales & Channel Management Marketing Fulfillment Response Problem Handling Billing & Collection Management CRM Operations & Readiness Submit Order Selling Customer QoS/SLA/Abuse Management Order Handling Retention & Loyality Retention & Loyality Retention & Loyality Identify contact & understand reason of contact Handle rejections & up date customer about status Determin Pre Order feasibility Transfer Data to Credit Check System Address & Credibility Check triggered Verify address & autorise credit Get address & credit check information Handle order insurance or deposit Address & Credibility verified Address not found in credit check system Run address & credit check Address verified Credit Check could not be performed Residential customer Address not found in credit check system Evaluate address & credit check results Clarify Fill XML string for light credit check No Mobile Product Selected Credit Score recieved Customer informed about order decline Send request for strong credit check Business customer Clarify Mobile Product Selected Fill XML string for strong credit check Clarify Check for procducts XML string for credit check transfered to Vitria Handle order insurance or deposit Complete information & direct request Check for customer typ Delta Vista Request for customer with with verified address Evaluate address & credit check results customer liability competent registered Address & Credibility Check triggered Vitria Credit request available in Credit Check System Customer Credit Class 1 (Deposit needed) © sunrise, M. Witschi & B.Pfeil 01.11.2005 Status: Being processed Process Hierarchy Level: 6 Address & Credibility Check triggered Capture / check customer & product data (manually) Customer notification on order completion 6th Level Transfer Data to Credit Check System Clarify XML string for credit check transfered to Vitria Vitria Credit request available in Credit Check System Send request for light credit check Vitria 15 Challenges and concept 3/3 3. Frequent employee rotations, organizational fine-tuning and responsibility changes Æ Focus on work instructions needed Æ Provide direct links to IT systems Æ Maintain up-to-date documentation and ensure consistency © sunrise, M. Witschi & B.Pfeil 01.11.2005 16 Web-based process on standard ARIS frames Process Documentation Explorer (as in Windows ) Alphabetical Index and Search Project Folders (Named & numbered as corporate Windows folders) Feedback Function Direct Links to IT Systems © sunrise, M. Witschi & B.Pfeil 01.11.2005 17 Example: Design & implementation of process ADSL activation online © sunrise, M. Witschi & B.Pfeil 01.11.2005 go to Slide 12 18 Regular checking of semantics Stucture Errors in eEPC (Check over 7 rules) Number of Structure Errors 4.00 3.70 3.70 3.50 Average Error per eEPC 3.50 3.00 2.50 2.00 0.50 0.70 0.61 0.53 0.41 0.60 0.65 0.53 0.38 0.28 0.25 0.66 0.42 0.42 0.25 0.21 05 05 .2 0 .0 6 10 20 .0 5 .2 0 .2 0 .0 4 29 .0 4 .2 0 05 05 05 08 18 .0 3 .2 0 .2 0 .0 2 25 .0 2 .2 0 05 05 05 04 14 .0 1 .2 0 .2 0 .1 2 24 .1 2 .2 0 04 04 04 03 12 .1 1 .2 0 .2 0 .1 0 22 01 .1 0 .2 0 04 04 0.00 0.40 05 0.90 0.65 .2 0 0.70 .0 7 1.40 1.20 05 1.30 22 1.30 1.00 .2 0 1.60 c .0 7 1.70 01 1.50 Date © sunrise, M. Witschi & B.Pfeil 01.11.2005 19 Agenda 1. TDC Switzerland AG, Corporate Vision & Process Management 2. Aligning Business Processes and IT supported by ARIS 2.1. Challenges 2.2. Concept 2.3. Live Demo 3. Results © sunrise, M. Witschi & B.Pfeil 01.11.2005 20 500% improvement in process design efficiency No. of processes designed per year 500 450 400 350 300 250 200 150 100 50 0 432 83 2003 2004 Æ 83 processes designed in Visio during 2003 Æ Over 400 models designed in ARIS during 2004 © sunrise, M. Witschi & B.Pfeil 01.11.2005 21 Access statistics to process web Visitor Sessions 22 20 18 Visitor Sessions 16 14 12 10 8 6 4 2 0 06/05 06/07 06/09 06/11 06/13 06/15 06/17 06/19 06/21 06/23 06/28 06/26 06/24 06/22 06/20 06/18 06/16 06/14 06/12 06/10 06/08 06/06 06/04 06/03 06/25 06/27 Fri 06/03/2005 - Tue 06/28/2005 (4 Week Scale) Usage in June: 108 visitors (27 recurring) with 1,282 page views © sunrise, M. Witschi & B.Pfeil 01.11.2005 22 Increasing usage & acceptance Number of users and frequency of usage 120 100 80 77 81 60 40 20 37 27 0 June 05 Visitors Who Visited More Than Once © sunrise, M. Witschi & B.Pfeil 01.11.2005 Jul 05 Visitors Who Visited Once 23 Questions? Markus Witschi Manager Process & Project Management [email protected] (+41) 076 777 69 68 Burkhard Pfeil [email protected] (+41) 076 777 66 48 © sunrise, M. Witschi & B.Pfeil 01.11.2005 24 Thank you