A leading communications and cable provider is in the process of migrating to a contemporary OSS/BSS infrastructure and wants to ensure that these systems satisfy the needs of the customer's desired revenue assurance requirements and capabilities. XD3 was engaged to manage and staff a joint XD3/customer team to collect, analyze, and review revenue assurance and quality control audit information from the customer in order to fully understand customer's direction in terms of approaches, controls, and metrics for corporate and regional level operations. XD3's deliverable was designed to provide detail analysis and documentation that the current and future measures around revenue assurance and quality control audits are supported in the future state OSS/BSS architecture and during the transition period. Impacts were identified and presented to both IT and Operations where current and future state needs were not met and incorporated into the longer term strategy for deployment.
The scope of XD3's analysis was to gather detailed requirements around currently existing revenue assurance and quality control audit measures, compile, evaluate, assess and present those requirements to IT from a corporate perspective while providing recommendations on areas with limited focus. The engagement included residential products; voice, internet and cable. A summary of the objectives were:
Current and future high-level RA functional requirements and capabilities will be reviewed, consolidated, and documented.
To the extent they are available or can be developed in the timeframe of this project, RA interface/data requirements will be specified at the data element level.
The focus of this project is the order to cash process flow across major residential product lines; voice, high speed internet and cable
Based on the documented RA functional requirements, provide the customer with a list of potential impacts to individual OSS/BSS systems. The list will be based on the documented RA capabilities, requirements and plans made known to the project team during the analysis.
Based on our interviews and work product, we determined that customer's origin through growth by acquisition and "close to customer" focus drives the culture and activities of the organization. Although our focus was only to be a corporate assessment, we found that in order to understand the working of the organization, regional level sessions were required to effectively summate our recommendations. Being a decentralized conglomerate where regional expertise is necessary to provide successful service quality management and billing assurance based on the current multiple BSS and OSS architecture. With the BSS centralized end state strategy underway, a cultural change will be necessary to have a successful implementation and satisfied internal customers.
XD3 completed a detailed review of the customer's corporate level revenue and quality assurance initiatives across the order to cash process for its three major residential products; voice, high speed internet and cable. Our extensive interview process provided us a cross-function organizational viewpoint and made possible a multi-tiered assessment of customer's internal decentralized and regional structure. Through these numerous sessions and the data and documentation we received we were able to formulate key findings that drove our recommendations.
XD3's analysis also resulted in the identification of multiple "home grown" IS subsystems that support revenue and quality assurance across its core residential products. Our reviews indicate that although the corporate focus has shifted to centralized applications to support assurance and quality exception management, regional personnel still utilize their own internal applications to support region specific and/or it supports the overall work order accuracy and billing verification activities.
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