Mobile is a highly competitive business and mobile consumers have choices ndash in their service provider devices packages bundles and a vast array of applications There is money to be made by providing choice of course and lots of it So to stay compelling mobile operators must continuously offer new and interesting service packages Further they need to do this without having to spend months developing complex service-specific back-office processes

We are not just talking about ordinary data and voice services delivering defined bytes of data or numbers of text messages Todayrsquos operator must offer a host of over-the-top services supplied by a multitude of business partners and at the same time they must foster an exclusive one-stop-shopping relationship with the consumer

Mobile Order Management Time is Money

By Laurie Spiegel 25 June 2013

Introducing compelling new products is not exactly easy ETIS the Global IT Association for Telecommunications has observed ldquoThe product launch often involves many dedicated OSSs and BSSs and their different product data models and processes that are not designed to co-operate for product composition The technical aspect (managed in the OSS) is very often a constraint to the flexible definition of new commercial offeringsrdquo

This helps explain why it can take the typical mobile operator six months or more to launch a service But in a hypercompetitive market can you afford to move that slowly

The faster a mobile operator can launch a service the faster it can start driving revenue attracting and retaining customers and keeping up with ndash or getting ahead of ndash the competition Think how different your business would be if you could launch a new offer in less than a week for example

That kind of speed may sound impossibly fast But take a look at other industries that have tackled this very same problem with great success

imagine if you could reduce the time to launch a new service

30

25

20

15

10

5

0

New Service Launch Time

BEFORE

AFTER

Consider the toy company Lego in its approach to creating a new series of products According to the World Street Journal ldquoLego Chief Executive Joslashrgen Vig Knudstorp didnrsquot want his designers reinventing the wheel every time they created a new collection When he took the helm in 2004 designers would dream up ideas and get whatever materials they needed to turn the vision into reality That business model was steering the family-owned company toward bankruptcy Seven years later Lego posted nearly $1 billion in operating profit for 2011 To achieve that complexity had to be reduced so the number of bricks and other building materials was reduced to a collection of 2700 pieces that today make up Legorsquos lsquosystem of playrsquordquo (World Street Journal Online 12192012)

With the Lego approach boxed building kits filled with a variety of components are offered to the marketplace suiting the buyersrsquo preference for size and cost or desire to build standard themes such as The Hobbit

Since the dawn of the industrial revolution efficient production of goods has been enabled through standardization Production time has been reduced by orders of magnitude and retooling to accommodate new product rollout is done quickly with minimal cost The key is in development and reuse of a wide variety of components used in the tools in the product itself and even in packaging and distribution

In creating new services mobile operators can also dynamically assemble and execute new product offerings from proven components while still fostering differentiation and collaboration We have seen operators launch new service packages in days rather than months engaging customers and providing faster time to revenue

Rethinking order management

The trick to achieving this objective is to rethink the process of order management ndash from service creation through order fulfillment As in the Lego model the ideal strategy begins with the ability to reuse proven and tested components that the operator can quickly assemble to create and deliver new product offerings

Several important requirements are placed on the process

On the development end it is vital that the product conform to all technical specifications and meet any third-party requirements Flexibility is paramount so that new products can be created by taking existing components and modifying whichever specifications need to be changed

On the service delivery end the product needs to be able to extend into other OSSBSS platforms As an example to provision the new service downstream systems must consistently collect information about the operatorrsquos network capabilities and then automatically coordinate that infrastructure for the customer order

Complex services have to be mapped to a growing array of sophisticated databases application servers user devices and third-party processes to deliver a multitude of dynamic ever-changing features with expected reliability As in the Lego example this calls for more consistent structures and dynamic processes to coordinate the many changing parts

When new components need to be created the ability to easily plug the new component into the ecosystem is vital ldquoDesigners donrsquot always find what they are looking for in the existing system of play Such was the case with a character from The Hobbit named Bombur a dwarf with a distinctive braided beard To bring Bombur to life a designer sculpted his beard by hand from malleable clay baked and sanded it and brought it to the molding factory Then the tiny beard was fully integrated into the larger system so that it will fit with pieces made 30 years ago and in 30 years to come Kim Yde Legorsquos design director calls the system of play lsquoour jewelrsquo and a lsquoholy shrine to protectrsquordquo

In polishing the product for final delivery to the customer the service provider must allow customization and personalization by the end user The automotive industry smartly learned to create a limited set of production cars and then to enable the local dealership to add custom bundles of features at the point of sale Likewise the Lego builder can use the kit to build a standard model by following the rules But the kit also allows the user to make customizations unleashing the builderrsquos creativity

Applying key principles

These same principles can be easily applied to OSSBSS They are based on practices that many industries have followed for decades even including the flexibility to choose suppliers at the time of the order The approach calls for component-based building blocks libraries of building blocks and standardized ways to assemble and deliver the results This provides a consistent process of assembly instead of a siloed ldquostart from scratchrdquo development process every time there is a need to support a new technology widget or partner

quick launch of new services

Idea-to-Implementation

Create building blocks for every part of the service lifecycle

Lead-to-Cash Trouble-to-Resolution

ENABLEPrepare to offer service

ACQUIREConnect customers and bill

RETAINAssure customer services

The component-based approach addresses four key goals that must be met for fast service creation and delivery

gt Efficient operational processes across all products The approach enables consistent end-to-end processes throughout the lifecycle from enabling the service to acquiring and retaining the customergt Maximum reuse of data and processes Rapid innovation is enabled by reuse of building blocks within fulfillment assurance and billing along with the ability to viewbrowseselect through a centralized cataloggt Flexibility to enable multiple business models The service provider can rely on third parties for content and other innovative servicesgt Exposing needs to the widest community of partners suppliers and developers This is achieved through maximum exposure of processes and products using web services and standardized APIs

This approach is even more compelling because it allows real-time assembly of components at the moment an order is received Each component is called upon at the appropriate time to provide its self-contained information or to control a specific process Imagine a manufacturing operation that allows for the instantaneous change-out of a product or component wherever and whenever that component is used While this may be impossible for manufacturing it is more than just possible for OSSBSS In fact it has been proven to work in the real world and work well

The result is fast product development fast launch fast fulfillment and the ability to quickly and accurately make changes across multiple products and processes as the need arises

dynamically assemble components into new products

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Product BProduct A Product C

The need for speed

Operators are not the only ones interested in speed While consumers want choice they also want speed in service delivery

Operators that provide an easy-to-use self-service portal can allow customers to choose and personalize their service The customer can even find a list of offers recommended specifically for them appearing on their portal based on their current subscriptions and usage patterns This gives customers the power and flexibility to purchase communications services that meet their individual needs

Once the customer has made a selection or changed a feature the component-based approach provides near-instant turn up so they can begin enjoying their service immediately Reports of customers having a mobile service feature appear on their device while they waited for their receipt to be printed are true In addition the customer can quickly access billing and order status information through a self-care portal instead of waiting on hold for a call center operator

Enterprises are also becoming more demanding and looking for personalized services that will help them to achieve their working environment goals The ideal mobile order management strategy lets mobile operators provide enterprise customers with this same ability to quickly customize and turn up services For example an insurance company can push out a new sales tool app to its agentsrsquo tablets and smartphones a travel-concierge app to C-level executives and a calendaring app to all employees

satisfy consumer and enterprise demands

P

ay

Modify Find S

elect M

eet

Em

ploy

ee N

eeds Personalize Services Administer Efficiently

Inq

uire Use Configur

e

consumer enterprise

The strategy also gives enterprises the option of providing employees with self-service provisioning of apps on their choice of mobile devices Through a self-service portal employees find the device and option appropriate for them and quickly place an order using features that bring value to the business ldquoBring your own devicerdquo can also be supported This frees administrative staff to focus on other tasks such as projects that will generate revenue to the company

Enterprise administrators can still maintain control with the ability to easily view pre-defined service packages create custom features and administer their use by employees By targeting options to select groups they ensure that the right features are available to the right employees and can also save money by eliminating underutilized subscriptions

One thing is certain The easier it gets for the customer the harder and more complicated it gets for the operator Mobile personalization has its price and without the proper systems structure and control it can be a real headache

For operators and their customers time is money Thatrsquos why rethinking mobile order management benefits both parties

Build with components today

Consumers have many choices in selecting mobile service providers They choose based on prior experience and recommendations minus from friends relatives and coworkers To prosper into the future operators need to offer a wide array of interesting services including applications from other suppliers allow both enterprises and consumers to easily pick and choose features and be able to quickly fill an order and turn on selections

happier customers

More Options and Control

Single provider

Support any device

Easy access to plans

Personalization

Defined quality of service

Cost control

Thatrsquos a tall order but itrsquos worth the effort and investment because it means faster time to market and faster time to revenue ndash potentially as much as two financial quarters The operator also becomes more nimble from a competitive and marketplace perspective because it can respond to changing customer needs and wants much more quickly than it could before and faster than its competitors with rigid OSSBSS systems

Itrsquos all possible with an end-to-end solution that uses and reuses proven components creating a lsquosystem of playrsquo that allows easy access and quick configuration to an ever-changing array of compelling offers ldquoOn opening day for lsquoThe Hobbitrsquo in the US the Lego kit to build Bilbo Bagginsrsquos cottagemdashwith 652 tiny plastic pieces and a $70 price tagmdashhad sold out on the companyrsquos websiterdquo

So as you can see time is money Maybe itrsquos time to snap together some new service offerings your customers want just as badly

Learn more about how to rethink mobile order management and launch your mobile services faster

copy Ericsson 2015

Laurie Spiegel Laurie Spiegel is Product Marketing Director of Operations Support Systems at Ericsson focused on lead-to-cash software solutions for greater service agility Her expertise in technology operations and systems comes from her many years leading consulting engagements and helping clients develop assess and execute new strategies such as automating processes to support next-gen broadband services

About the authors

Introducing compelling new products is not exactly easy ETIS the Global IT Association for Telecommunications has observed ldquoThe product launch often involves many dedicated OSSs and BSSs and their different product data models and processes that are not designed to co-operate for product composition The technical aspect (managed in the OSS) is very often a constraint to the flexible definition of new commercial offeringsrdquo

This helps explain why it can take the typical mobile operator six months or more to launch a service But in a hypercompetitive market can you afford to move that slowly

The faster a mobile operator can launch a service the faster it can start driving revenue attracting and retaining customers and keeping up with ndash or getting ahead of ndash the competition Think how different your business would be if you could launch a new offer in less than a week for example

That kind of speed may sound impossibly fast But take a look at other industries that have tackled this very same problem with great success

imagine if you could reduce the time to launch a new service

30

25

20

15

10

5

0

New Service Launch Time

BEFORE

AFTER

Consider the toy company Lego in its approach to creating a new series of products According to the World Street Journal ldquoLego Chief Executive Joslashrgen Vig Knudstorp didnrsquot want his designers reinventing the wheel every time they created a new collection When he took the helm in 2004 designers would dream up ideas and get whatever materials they needed to turn the vision into reality That business model was steering the family-owned company toward bankruptcy Seven years later Lego posted nearly $1 billion in operating profit for 2011 To achieve that complexity had to be reduced so the number of bricks and other building materials was reduced to a collection of 2700 pieces that today make up Legorsquos lsquosystem of playrsquordquo (World Street Journal Online 12192012)

With the Lego approach boxed building kits filled with a variety of components are offered to the marketplace suiting the buyersrsquo preference for size and cost or desire to build standard themes such as The Hobbit

Since the dawn of the industrial revolution efficient production of goods has been enabled through standardization Production time has been reduced by orders of magnitude and retooling to accommodate new product rollout is done quickly with minimal cost The key is in development and reuse of a wide variety of components used in the tools in the product itself and even in packaging and distribution

In creating new services mobile operators can also dynamically assemble and execute new product offerings from proven components while still fostering differentiation and collaboration We have seen operators launch new service packages in days rather than months engaging customers and providing faster time to revenue

Rethinking order management

The trick to achieving this objective is to rethink the process of order management ndash from service creation through order fulfillment As in the Lego model the ideal strategy begins with the ability to reuse proven and tested components that the operator can quickly assemble to create and deliver new product offerings

Several important requirements are placed on the process

On the development end it is vital that the product conform to all technical specifications and meet any third-party requirements Flexibility is paramount so that new products can be created by taking existing components and modifying whichever specifications need to be changed

On the service delivery end the product needs to be able to extend into other OSSBSS platforms As an example to provision the new service downstream systems must consistently collect information about the operatorrsquos network capabilities and then automatically coordinate that infrastructure for the customer order

Complex services have to be mapped to a growing array of sophisticated databases application servers user devices and third-party processes to deliver a multitude of dynamic ever-changing features with expected reliability As in the Lego example this calls for more consistent structures and dynamic processes to coordinate the many changing parts

When new components need to be created the ability to easily plug the new component into the ecosystem is vital ldquoDesigners donrsquot always find what they are looking for in the existing system of play Such was the case with a character from The Hobbit named Bombur a dwarf with a distinctive braided beard To bring Bombur to life a designer sculpted his beard by hand from malleable clay baked and sanded it and brought it to the molding factory Then the tiny beard was fully integrated into the larger system so that it will fit with pieces made 30 years ago and in 30 years to come Kim Yde Legorsquos design director calls the system of play lsquoour jewelrsquo and a lsquoholy shrine to protectrsquordquo

In polishing the product for final delivery to the customer the service provider must allow customization and personalization by the end user The automotive industry smartly learned to create a limited set of production cars and then to enable the local dealership to add custom bundles of features at the point of sale Likewise the Lego builder can use the kit to build a standard model by following the rules But the kit also allows the user to make customizations unleashing the builderrsquos creativity

Applying key principles

These same principles can be easily applied to OSSBSS They are based on practices that many industries have followed for decades even including the flexibility to choose suppliers at the time of the order The approach calls for component-based building blocks libraries of building blocks and standardized ways to assemble and deliver the results This provides a consistent process of assembly instead of a siloed ldquostart from scratchrdquo development process every time there is a need to support a new technology widget or partner

quick launch of new services

Idea-to-Implementation

Create building blocks for every part of the service lifecycle

Lead-to-Cash Trouble-to-Resolution

ENABLEPrepare to offer service

ACQUIREConnect customers and bill

RETAINAssure customer services

The component-based approach addresses four key goals that must be met for fast service creation and delivery

gt Efficient operational processes across all products The approach enables consistent end-to-end processes throughout the lifecycle from enabling the service to acquiring and retaining the customergt Maximum reuse of data and processes Rapid innovation is enabled by reuse of building blocks within fulfillment assurance and billing along with the ability to viewbrowseselect through a centralized cataloggt Flexibility to enable multiple business models The service provider can rely on third parties for content and other innovative servicesgt Exposing needs to the widest community of partners suppliers and developers This is achieved through maximum exposure of processes and products using web services and standardized APIs

This approach is even more compelling because it allows real-time assembly of components at the moment an order is received Each component is called upon at the appropriate time to provide its self-contained information or to control a specific process Imagine a manufacturing operation that allows for the instantaneous change-out of a product or component wherever and whenever that component is used While this may be impossible for manufacturing it is more than just possible for OSSBSS In fact it has been proven to work in the real world and work well

The result is fast product development fast launch fast fulfillment and the ability to quickly and accurately make changes across multiple products and processes as the need arises

dynamically assemble components into new products

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Product BProduct A Product C

The need for speed

Operators are not the only ones interested in speed While consumers want choice they also want speed in service delivery

Operators that provide an easy-to-use self-service portal can allow customers to choose and personalize their service The customer can even find a list of offers recommended specifically for them appearing on their portal based on their current subscriptions and usage patterns This gives customers the power and flexibility to purchase communications services that meet their individual needs

Once the customer has made a selection or changed a feature the component-based approach provides near-instant turn up so they can begin enjoying their service immediately Reports of customers having a mobile service feature appear on their device while they waited for their receipt to be printed are true In addition the customer can quickly access billing and order status information through a self-care portal instead of waiting on hold for a call center operator

Enterprises are also becoming more demanding and looking for personalized services that will help them to achieve their working environment goals The ideal mobile order management strategy lets mobile operators provide enterprise customers with this same ability to quickly customize and turn up services For example an insurance company can push out a new sales tool app to its agentsrsquo tablets and smartphones a travel-concierge app to C-level executives and a calendaring app to all employees

satisfy consumer and enterprise demands

P

ay

Modify Find S

elect M

eet

Em

ploy

ee N

eeds Personalize Services Administer Efficiently

Inq

uire Use Configur

e

consumer enterprise

The strategy also gives enterprises the option of providing employees with self-service provisioning of apps on their choice of mobile devices Through a self-service portal employees find the device and option appropriate for them and quickly place an order using features that bring value to the business ldquoBring your own devicerdquo can also be supported This frees administrative staff to focus on other tasks such as projects that will generate revenue to the company

Enterprise administrators can still maintain control with the ability to easily view pre-defined service packages create custom features and administer their use by employees By targeting options to select groups they ensure that the right features are available to the right employees and can also save money by eliminating underutilized subscriptions

One thing is certain The easier it gets for the customer the harder and more complicated it gets for the operator Mobile personalization has its price and without the proper systems structure and control it can be a real headache

For operators and their customers time is money Thatrsquos why rethinking mobile order management benefits both parties

Build with components today

Consumers have many choices in selecting mobile service providers They choose based on prior experience and recommendations minus from friends relatives and coworkers To prosper into the future operators need to offer a wide array of interesting services including applications from other suppliers allow both enterprises and consumers to easily pick and choose features and be able to quickly fill an order and turn on selections

happier customers

More Options and Control

Single provider

Support any device

Easy access to plans

Personalization

Defined quality of service

Cost control

Thatrsquos a tall order but itrsquos worth the effort and investment because it means faster time to market and faster time to revenue ndash potentially as much as two financial quarters The operator also becomes more nimble from a competitive and marketplace perspective because it can respond to changing customer needs and wants much more quickly than it could before and faster than its competitors with rigid OSSBSS systems

Itrsquos all possible with an end-to-end solution that uses and reuses proven components creating a lsquosystem of playrsquo that allows easy access and quick configuration to an ever-changing array of compelling offers ldquoOn opening day for lsquoThe Hobbitrsquo in the US the Lego kit to build Bilbo Bagginsrsquos cottagemdashwith 652 tiny plastic pieces and a $70 price tagmdashhad sold out on the companyrsquos websiterdquo

So as you can see time is money Maybe itrsquos time to snap together some new service offerings your customers want just as badly

Learn more about how to rethink mobile order management and launch your mobile services faster

copy Ericsson 2015

Laurie Spiegel Laurie Spiegel is Product Marketing Director of Operations Support Systems at Ericsson focused on lead-to-cash software solutions for greater service agility Her expertise in technology operations and systems comes from her many years leading consulting engagements and helping clients develop assess and execute new strategies such as automating processes to support next-gen broadband services

About the authors

Consider the toy company Lego in its approach to creating a new series of products According to the World Street Journal ldquoLego Chief Executive Joslashrgen Vig Knudstorp didnrsquot want his designers reinventing the wheel every time they created a new collection When he took the helm in 2004 designers would dream up ideas and get whatever materials they needed to turn the vision into reality That business model was steering the family-owned company toward bankruptcy Seven years later Lego posted nearly $1 billion in operating profit for 2011 To achieve that complexity had to be reduced so the number of bricks and other building materials was reduced to a collection of 2700 pieces that today make up Legorsquos lsquosystem of playrsquordquo (World Street Journal Online 12192012)

With the Lego approach boxed building kits filled with a variety of components are offered to the marketplace suiting the buyersrsquo preference for size and cost or desire to build standard themes such as The Hobbit

Since the dawn of the industrial revolution efficient production of goods has been enabled through standardization Production time has been reduced by orders of magnitude and retooling to accommodate new product rollout is done quickly with minimal cost The key is in development and reuse of a wide variety of components used in the tools in the product itself and even in packaging and distribution

In creating new services mobile operators can also dynamically assemble and execute new product offerings from proven components while still fostering differentiation and collaboration We have seen operators launch new service packages in days rather than months engaging customers and providing faster time to revenue

Rethinking order management

The trick to achieving this objective is to rethink the process of order management ndash from service creation through order fulfillment As in the Lego model the ideal strategy begins with the ability to reuse proven and tested components that the operator can quickly assemble to create and deliver new product offerings

Several important requirements are placed on the process

On the development end it is vital that the product conform to all technical specifications and meet any third-party requirements Flexibility is paramount so that new products can be created by taking existing components and modifying whichever specifications need to be changed

On the service delivery end the product needs to be able to extend into other OSSBSS platforms As an example to provision the new service downstream systems must consistently collect information about the operatorrsquos network capabilities and then automatically coordinate that infrastructure for the customer order

Complex services have to be mapped to a growing array of sophisticated databases application servers user devices and third-party processes to deliver a multitude of dynamic ever-changing features with expected reliability As in the Lego example this calls for more consistent structures and dynamic processes to coordinate the many changing parts

When new components need to be created the ability to easily plug the new component into the ecosystem is vital ldquoDesigners donrsquot always find what they are looking for in the existing system of play Such was the case with a character from The Hobbit named Bombur a dwarf with a distinctive braided beard To bring Bombur to life a designer sculpted his beard by hand from malleable clay baked and sanded it and brought it to the molding factory Then the tiny beard was fully integrated into the larger system so that it will fit with pieces made 30 years ago and in 30 years to come Kim Yde Legorsquos design director calls the system of play lsquoour jewelrsquo and a lsquoholy shrine to protectrsquordquo

In polishing the product for final delivery to the customer the service provider must allow customization and personalization by the end user The automotive industry smartly learned to create a limited set of production cars and then to enable the local dealership to add custom bundles of features at the point of sale Likewise the Lego builder can use the kit to build a standard model by following the rules But the kit also allows the user to make customizations unleashing the builderrsquos creativity

Applying key principles

These same principles can be easily applied to OSSBSS They are based on practices that many industries have followed for decades even including the flexibility to choose suppliers at the time of the order The approach calls for component-based building blocks libraries of building blocks and standardized ways to assemble and deliver the results This provides a consistent process of assembly instead of a siloed ldquostart from scratchrdquo development process every time there is a need to support a new technology widget or partner

quick launch of new services

Idea-to-Implementation

Create building blocks for every part of the service lifecycle

Lead-to-Cash Trouble-to-Resolution

ENABLEPrepare to offer service

ACQUIREConnect customers and bill

RETAINAssure customer services

The component-based approach addresses four key goals that must be met for fast service creation and delivery

gt Efficient operational processes across all products The approach enables consistent end-to-end processes throughout the lifecycle from enabling the service to acquiring and retaining the customergt Maximum reuse of data and processes Rapid innovation is enabled by reuse of building blocks within fulfillment assurance and billing along with the ability to viewbrowseselect through a centralized cataloggt Flexibility to enable multiple business models The service provider can rely on third parties for content and other innovative servicesgt Exposing needs to the widest community of partners suppliers and developers This is achieved through maximum exposure of processes and products using web services and standardized APIs

This approach is even more compelling because it allows real-time assembly of components at the moment an order is received Each component is called upon at the appropriate time to provide its self-contained information or to control a specific process Imagine a manufacturing operation that allows for the instantaneous change-out of a product or component wherever and whenever that component is used While this may be impossible for manufacturing it is more than just possible for OSSBSS In fact it has been proven to work in the real world and work well

The result is fast product development fast launch fast fulfillment and the ability to quickly and accurately make changes across multiple products and processes as the need arises

dynamically assemble components into new products

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Product BProduct A Product C

The need for speed

Operators are not the only ones interested in speed While consumers want choice they also want speed in service delivery

Operators that provide an easy-to-use self-service portal can allow customers to choose and personalize their service The customer can even find a list of offers recommended specifically for them appearing on their portal based on their current subscriptions and usage patterns This gives customers the power and flexibility to purchase communications services that meet their individual needs

Once the customer has made a selection or changed a feature the component-based approach provides near-instant turn up so they can begin enjoying their service immediately Reports of customers having a mobile service feature appear on their device while they waited for their receipt to be printed are true In addition the customer can quickly access billing and order status information through a self-care portal instead of waiting on hold for a call center operator

Enterprises are also becoming more demanding and looking for personalized services that will help them to achieve their working environment goals The ideal mobile order management strategy lets mobile operators provide enterprise customers with this same ability to quickly customize and turn up services For example an insurance company can push out a new sales tool app to its agentsrsquo tablets and smartphones a travel-concierge app to C-level executives and a calendaring app to all employees

satisfy consumer and enterprise demands

P

ay

Modify Find S

elect M

eet

Em

ploy

ee N

eeds Personalize Services Administer Efficiently

Inq

uire Use Configur

e

consumer enterprise

The strategy also gives enterprises the option of providing employees with self-service provisioning of apps on their choice of mobile devices Through a self-service portal employees find the device and option appropriate for them and quickly place an order using features that bring value to the business ldquoBring your own devicerdquo can also be supported This frees administrative staff to focus on other tasks such as projects that will generate revenue to the company

Enterprise administrators can still maintain control with the ability to easily view pre-defined service packages create custom features and administer their use by employees By targeting options to select groups they ensure that the right features are available to the right employees and can also save money by eliminating underutilized subscriptions

One thing is certain The easier it gets for the customer the harder and more complicated it gets for the operator Mobile personalization has its price and without the proper systems structure and control it can be a real headache

For operators and their customers time is money Thatrsquos why rethinking mobile order management benefits both parties

Build with components today

Consumers have many choices in selecting mobile service providers They choose based on prior experience and recommendations minus from friends relatives and coworkers To prosper into the future operators need to offer a wide array of interesting services including applications from other suppliers allow both enterprises and consumers to easily pick and choose features and be able to quickly fill an order and turn on selections

happier customers

More Options and Control

Single provider

Support any device

Easy access to plans

Personalization

Defined quality of service

Cost control

Thatrsquos a tall order but itrsquos worth the effort and investment because it means faster time to market and faster time to revenue ndash potentially as much as two financial quarters The operator also becomes more nimble from a competitive and marketplace perspective because it can respond to changing customer needs and wants much more quickly than it could before and faster than its competitors with rigid OSSBSS systems

Itrsquos all possible with an end-to-end solution that uses and reuses proven components creating a lsquosystem of playrsquo that allows easy access and quick configuration to an ever-changing array of compelling offers ldquoOn opening day for lsquoThe Hobbitrsquo in the US the Lego kit to build Bilbo Bagginsrsquos cottagemdashwith 652 tiny plastic pieces and a $70 price tagmdashhad sold out on the companyrsquos websiterdquo

So as you can see time is money Maybe itrsquos time to snap together some new service offerings your customers want just as badly

Learn more about how to rethink mobile order management and launch your mobile services faster

copy Ericsson 2015

Laurie Spiegel Laurie Spiegel is Product Marketing Director of Operations Support Systems at Ericsson focused on lead-to-cash software solutions for greater service agility Her expertise in technology operations and systems comes from her many years leading consulting engagements and helping clients develop assess and execute new strategies such as automating processes to support next-gen broadband services

About the authors

Complex services have to be mapped to a growing array of sophisticated databases application servers user devices and third-party processes to deliver a multitude of dynamic ever-changing features with expected reliability As in the Lego example this calls for more consistent structures and dynamic processes to coordinate the many changing parts

When new components need to be created the ability to easily plug the new component into the ecosystem is vital ldquoDesigners donrsquot always find what they are looking for in the existing system of play Such was the case with a character from The Hobbit named Bombur a dwarf with a distinctive braided beard To bring Bombur to life a designer sculpted his beard by hand from malleable clay baked and sanded it and brought it to the molding factory Then the tiny beard was fully integrated into the larger system so that it will fit with pieces made 30 years ago and in 30 years to come Kim Yde Legorsquos design director calls the system of play lsquoour jewelrsquo and a lsquoholy shrine to protectrsquordquo

In polishing the product for final delivery to the customer the service provider must allow customization and personalization by the end user The automotive industry smartly learned to create a limited set of production cars and then to enable the local dealership to add custom bundles of features at the point of sale Likewise the Lego builder can use the kit to build a standard model by following the rules But the kit also allows the user to make customizations unleashing the builderrsquos creativity

Applying key principles

These same principles can be easily applied to OSSBSS They are based on practices that many industries have followed for decades even including the flexibility to choose suppliers at the time of the order The approach calls for component-based building blocks libraries of building blocks and standardized ways to assemble and deliver the results This provides a consistent process of assembly instead of a siloed ldquostart from scratchrdquo development process every time there is a need to support a new technology widget or partner

quick launch of new services

Idea-to-Implementation

Create building blocks for every part of the service lifecycle

Lead-to-Cash Trouble-to-Resolution

ENABLEPrepare to offer service

ACQUIREConnect customers and bill

RETAINAssure customer services

The component-based approach addresses four key goals that must be met for fast service creation and delivery

gt Efficient operational processes across all products The approach enables consistent end-to-end processes throughout the lifecycle from enabling the service to acquiring and retaining the customergt Maximum reuse of data and processes Rapid innovation is enabled by reuse of building blocks within fulfillment assurance and billing along with the ability to viewbrowseselect through a centralized cataloggt Flexibility to enable multiple business models The service provider can rely on third parties for content and other innovative servicesgt Exposing needs to the widest community of partners suppliers and developers This is achieved through maximum exposure of processes and products using web services and standardized APIs

This approach is even more compelling because it allows real-time assembly of components at the moment an order is received Each component is called upon at the appropriate time to provide its self-contained information or to control a specific process Imagine a manufacturing operation that allows for the instantaneous change-out of a product or component wherever and whenever that component is used While this may be impossible for manufacturing it is more than just possible for OSSBSS In fact it has been proven to work in the real world and work well

The result is fast product development fast launch fast fulfillment and the ability to quickly and accurately make changes across multiple products and processes as the need arises

dynamically assemble components into new products

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Product BProduct A Product C

The need for speed

Operators are not the only ones interested in speed While consumers want choice they also want speed in service delivery

Operators that provide an easy-to-use self-service portal can allow customers to choose and personalize their service The customer can even find a list of offers recommended specifically for them appearing on their portal based on their current subscriptions and usage patterns This gives customers the power and flexibility to purchase communications services that meet their individual needs

Once the customer has made a selection or changed a feature the component-based approach provides near-instant turn up so they can begin enjoying their service immediately Reports of customers having a mobile service feature appear on their device while they waited for their receipt to be printed are true In addition the customer can quickly access billing and order status information through a self-care portal instead of waiting on hold for a call center operator

Enterprises are also becoming more demanding and looking for personalized services that will help them to achieve their working environment goals The ideal mobile order management strategy lets mobile operators provide enterprise customers with this same ability to quickly customize and turn up services For example an insurance company can push out a new sales tool app to its agentsrsquo tablets and smartphones a travel-concierge app to C-level executives and a calendaring app to all employees

satisfy consumer and enterprise demands

P

ay

Modify Find S

elect M

eet

Em

ploy

ee N

eeds Personalize Services Administer Efficiently

Inq

uire Use Configur

e

consumer enterprise

The strategy also gives enterprises the option of providing employees with self-service provisioning of apps on their choice of mobile devices Through a self-service portal employees find the device and option appropriate for them and quickly place an order using features that bring value to the business ldquoBring your own devicerdquo can also be supported This frees administrative staff to focus on other tasks such as projects that will generate revenue to the company

Enterprise administrators can still maintain control with the ability to easily view pre-defined service packages create custom features and administer their use by employees By targeting options to select groups they ensure that the right features are available to the right employees and can also save money by eliminating underutilized subscriptions

One thing is certain The easier it gets for the customer the harder and more complicated it gets for the operator Mobile personalization has its price and without the proper systems structure and control it can be a real headache

For operators and their customers time is money Thatrsquos why rethinking mobile order management benefits both parties

Build with components today

Consumers have many choices in selecting mobile service providers They choose based on prior experience and recommendations minus from friends relatives and coworkers To prosper into the future operators need to offer a wide array of interesting services including applications from other suppliers allow both enterprises and consumers to easily pick and choose features and be able to quickly fill an order and turn on selections

happier customers

More Options and Control

Single provider

Support any device

Easy access to plans

Personalization

Defined quality of service

Cost control

Thatrsquos a tall order but itrsquos worth the effort and investment because it means faster time to market and faster time to revenue ndash potentially as much as two financial quarters The operator also becomes more nimble from a competitive and marketplace perspective because it can respond to changing customer needs and wants much more quickly than it could before and faster than its competitors with rigid OSSBSS systems

Itrsquos all possible with an end-to-end solution that uses and reuses proven components creating a lsquosystem of playrsquo that allows easy access and quick configuration to an ever-changing array of compelling offers ldquoOn opening day for lsquoThe Hobbitrsquo in the US the Lego kit to build Bilbo Bagginsrsquos cottagemdashwith 652 tiny plastic pieces and a $70 price tagmdashhad sold out on the companyrsquos websiterdquo

So as you can see time is money Maybe itrsquos time to snap together some new service offerings your customers want just as badly

Learn more about how to rethink mobile order management and launch your mobile services faster

copy Ericsson 2015

Laurie Spiegel Laurie Spiegel is Product Marketing Director of Operations Support Systems at Ericsson focused on lead-to-cash software solutions for greater service agility Her expertise in technology operations and systems comes from her many years leading consulting engagements and helping clients develop assess and execute new strategies such as automating processes to support next-gen broadband services

About the authors

The component-based approach addresses four key goals that must be met for fast service creation and delivery

gt Efficient operational processes across all products The approach enables consistent end-to-end processes throughout the lifecycle from enabling the service to acquiring and retaining the customergt Maximum reuse of data and processes Rapid innovation is enabled by reuse of building blocks within fulfillment assurance and billing along with the ability to viewbrowseselect through a centralized cataloggt Flexibility to enable multiple business models The service provider can rely on third parties for content and other innovative servicesgt Exposing needs to the widest community of partners suppliers and developers This is achieved through maximum exposure of processes and products using web services and standardized APIs

This approach is even more compelling because it allows real-time assembly of components at the moment an order is received Each component is called upon at the appropriate time to provide its self-contained information or to control a specific process Imagine a manufacturing operation that allows for the instantaneous change-out of a product or component wherever and whenever that component is used While this may be impossible for manufacturing it is more than just possible for OSSBSS In fact it has been proven to work in the real world and work well

The result is fast product development fast launch fast fulfillment and the ability to quickly and accurately make changes across multiple products and processes as the need arises

dynamically assemble components into new products

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Catalog

Fulfillment

Assurance

Billing

Product BProduct A Product C

The need for speed

Operators are not the only ones interested in speed While consumers want choice they also want speed in service delivery

Operators that provide an easy-to-use self-service portal can allow customers to choose and personalize their service The customer can even find a list of offers recommended specifically for them appearing on their portal based on their current subscriptions and usage patterns This gives customers the power and flexibility to purchase communications services that meet their individual needs

Once the customer has made a selection or changed a feature the component-based approach provides near-instant turn up so they can begin enjoying their service immediately Reports of customers having a mobile service feature appear on their device while they waited for their receipt to be printed are true In addition the customer can quickly access billing and order status information through a self-care portal instead of waiting on hold for a call center operator

Enterprises are also becoming more demanding and looking for personalized services that will help them to achieve their working environment goals The ideal mobile order management strategy lets mobile operators provide enterprise customers with this same ability to quickly customize and turn up services For example an insurance company can push out a new sales tool app to its agentsrsquo tablets and smartphones a travel-concierge app to C-level executives and a calendaring app to all employees

satisfy consumer and enterprise demands

P

ay

Modify Find S

elect M

eet

Em

ploy

ee N

eeds Personalize Services Administer Efficiently

Inq

uire Use Configur

e

consumer enterprise

The strategy also gives enterprises the option of providing employees with self-service provisioning of apps on their choice of mobile devices Through a self-service portal employees find the device and option appropriate for them and quickly place an order using features that bring value to the business ldquoBring your own devicerdquo can also be supported This frees administrative staff to focus on other tasks such as projects that will generate revenue to the company

Enterprise administrators can still maintain control with the ability to easily view pre-defined service packages create custom features and administer their use by employees By targeting options to select groups they ensure that the right features are available to the right employees and can also save money by eliminating underutilized subscriptions

One thing is certain The easier it gets for the customer the harder and more complicated it gets for the operator Mobile personalization has its price and without the proper systems structure and control it can be a real headache

For operators and their customers time is money Thatrsquos why rethinking mobile order management benefits both parties

Build with components today

Consumers have many choices in selecting mobile service providers They choose based on prior experience and recommendations minus from friends relatives and coworkers To prosper into the future operators need to offer a wide array of interesting services including applications from other suppliers allow both enterprises and consumers to easily pick and choose features and be able to quickly fill an order and turn on selections

happier customers

More Options and Control

Single provider

Support any device

Easy access to plans

Personalization

Defined quality of service

Cost control

Thatrsquos a tall order but itrsquos worth the effort and investment because it means faster time to market and faster time to revenue ndash potentially as much as two financial quarters The operator also becomes more nimble from a competitive and marketplace perspective because it can respond to changing customer needs and wants much more quickly than it could before and faster than its competitors with rigid OSSBSS systems

Itrsquos all possible with an end-to-end solution that uses and reuses proven components creating a lsquosystem of playrsquo that allows easy access and quick configuration to an ever-changing array of compelling offers ldquoOn opening day for lsquoThe Hobbitrsquo in the US the Lego kit to build Bilbo Bagginsrsquos cottagemdashwith 652 tiny plastic pieces and a $70 price tagmdashhad sold out on the companyrsquos websiterdquo

So as you can see time is money Maybe itrsquos time to snap together some new service offerings your customers want just as badly

Learn more about how to rethink mobile order management and launch your mobile services faster

copy Ericsson 2015

Laurie Spiegel Laurie Spiegel is Product Marketing Director of Operations Support Systems at Ericsson focused on lead-to-cash software solutions for greater service agility Her expertise in technology operations and systems comes from her many years leading consulting engagements and helping clients develop assess and execute new strategies such as automating processes to support next-gen broadband services

About the authors

The need for speed

Operators are not the only ones interested in speed While consumers want choice they also want speed in service delivery

Operators that provide an easy-to-use self-service portal can allow customers to choose and personalize their service The customer can even find a list of offers recommended specifically for them appearing on their portal based on their current subscriptions and usage patterns This gives customers the power and flexibility to purchase communications services that meet their individual needs

Once the customer has made a selection or changed a feature the component-based approach provides near-instant turn up so they can begin enjoying their service immediately Reports of customers having a mobile service feature appear on their device while they waited for their receipt to be printed are true In addition the customer can quickly access billing and order status information through a self-care portal instead of waiting on hold for a call center operator

Enterprises are also becoming more demanding and looking for personalized services that will help them to achieve their working environment goals The ideal mobile order management strategy lets mobile operators provide enterprise customers with this same ability to quickly customize and turn up services For example an insurance company can push out a new sales tool app to its agentsrsquo tablets and smartphones a travel-concierge app to C-level executives and a calendaring app to all employees

satisfy consumer and enterprise demands

P

ay

Modify Find S

elect M

eet

Em

ploy

ee N

eeds Personalize Services Administer Efficiently

Inq

uire Use Configur

e

consumer enterprise

The strategy also gives enterprises the option of providing employees with self-service provisioning of apps on their choice of mobile devices Through a self-service portal employees find the device and option appropriate for them and quickly place an order using features that bring value to the business ldquoBring your own devicerdquo can also be supported This frees administrative staff to focus on other tasks such as projects that will generate revenue to the company

Enterprise administrators can still maintain control with the ability to easily view pre-defined service packages create custom features and administer their use by employees By targeting options to select groups they ensure that the right features are available to the right employees and can also save money by eliminating underutilized subscriptions

One thing is certain The easier it gets for the customer the harder and more complicated it gets for the operator Mobile personalization has its price and without the proper systems structure and control it can be a real headache

For operators and their customers time is money Thatrsquos why rethinking mobile order management benefits both parties

Build with components today

Consumers have many choices in selecting mobile service providers They choose based on prior experience and recommendations minus from friends relatives and coworkers To prosper into the future operators need to offer a wide array of interesting services including applications from other suppliers allow both enterprises and consumers to easily pick and choose features and be able to quickly fill an order and turn on selections

happier customers

More Options and Control

Single provider

Support any device

Easy access to plans

Personalization

Defined quality of service

Cost control

Thatrsquos a tall order but itrsquos worth the effort and investment because it means faster time to market and faster time to revenue ndash potentially as much as two financial quarters The operator also becomes more nimble from a competitive and marketplace perspective because it can respond to changing customer needs and wants much more quickly than it could before and faster than its competitors with rigid OSSBSS systems

Itrsquos all possible with an end-to-end solution that uses and reuses proven components creating a lsquosystem of playrsquo that allows easy access and quick configuration to an ever-changing array of compelling offers ldquoOn opening day for lsquoThe Hobbitrsquo in the US the Lego kit to build Bilbo Bagginsrsquos cottagemdashwith 652 tiny plastic pieces and a $70 price tagmdashhad sold out on the companyrsquos websiterdquo

So as you can see time is money Maybe itrsquos time to snap together some new service offerings your customers want just as badly

Learn more about how to rethink mobile order management and launch your mobile services faster

copy Ericsson 2015

Laurie Spiegel Laurie Spiegel is Product Marketing Director of Operations Support Systems at Ericsson focused on lead-to-cash software solutions for greater service agility Her expertise in technology operations and systems comes from her many years leading consulting engagements and helping clients develop assess and execute new strategies such as automating processes to support next-gen broadband services

About the authors

The strategy also gives enterprises the option of providing employees with self-service provisioning of apps on their choice of mobile devices Through a self-service portal employees find the device and option appropriate for them and quickly place an order using features that bring value to the business ldquoBring your own devicerdquo can also be supported This frees administrative staff to focus on other tasks such as projects that will generate revenue to the company

Enterprise administrators can still maintain control with the ability to easily view pre-defined service packages create custom features and administer their use by employees By targeting options to select groups they ensure that the right features are available to the right employees and can also save money by eliminating underutilized subscriptions

One thing is certain The easier it gets for the customer the harder and more complicated it gets for the operator Mobile personalization has its price and without the proper systems structure and control it can be a real headache

For operators and their customers time is money Thatrsquos why rethinking mobile order management benefits both parties

Build with components today

Consumers have many choices in selecting mobile service providers They choose based on prior experience and recommendations minus from friends relatives and coworkers To prosper into the future operators need to offer a wide array of interesting services including applications from other suppliers allow both enterprises and consumers to easily pick and choose features and be able to quickly fill an order and turn on selections

happier customers

More Options and Control

Single provider

Support any device

Easy access to plans

Personalization

Defined quality of service

Cost control

Thatrsquos a tall order but itrsquos worth the effort and investment because it means faster time to market and faster time to revenue ndash potentially as much as two financial quarters The operator also becomes more nimble from a competitive and marketplace perspective because it can respond to changing customer needs and wants much more quickly than it could before and faster than its competitors with rigid OSSBSS systems

Itrsquos all possible with an end-to-end solution that uses and reuses proven components creating a lsquosystem of playrsquo that allows easy access and quick configuration to an ever-changing array of compelling offers ldquoOn opening day for lsquoThe Hobbitrsquo in the US the Lego kit to build Bilbo Bagginsrsquos cottagemdashwith 652 tiny plastic pieces and a $70 price tagmdashhad sold out on the companyrsquos websiterdquo

So as you can see time is money Maybe itrsquos time to snap together some new service offerings your customers want just as badly

Learn more about how to rethink mobile order management and launch your mobile services faster

copy Ericsson 2015

Laurie Spiegel Laurie Spiegel is Product Marketing Director of Operations Support Systems at Ericsson focused on lead-to-cash software solutions for greater service agility Her expertise in technology operations and systems comes from her many years leading consulting engagements and helping clients develop assess and execute new strategies such as automating processes to support next-gen broadband services

About the authors

Thatrsquos a tall order but itrsquos worth the effort and investment because it means faster time to market and faster time to revenue ndash potentially as much as two financial quarters The operator also becomes more nimble from a competitive and marketplace perspective because it can respond to changing customer needs and wants much more quickly than it could before and faster than its competitors with rigid OSSBSS systems

Itrsquos all possible with an end-to-end solution that uses and reuses proven components creating a lsquosystem of playrsquo that allows easy access and quick configuration to an ever-changing array of compelling offers ldquoOn opening day for lsquoThe Hobbitrsquo in the US the Lego kit to build Bilbo Bagginsrsquos cottagemdashwith 652 tiny plastic pieces and a $70 price tagmdashhad sold out on the companyrsquos websiterdquo

So as you can see time is money Maybe itrsquos time to snap together some new service offerings your customers want just as badly

Learn more about how to rethink mobile order management and launch your mobile services faster

copy Ericsson 2015

Laurie Spiegel Laurie Spiegel is Product Marketing Director of Operations Support Systems at Ericsson focused on lead-to-cash software solutions for greater service agility Her expertise in technology operations and systems comes from her many years leading consulting engagements and helping clients develop assess and execute new strategies such as automating processes to support next-gen broadband services

About the authors