Building A Customer Centric Telco

Building a customer centric Telco A KPN case study Eric Kuisch, KPN Next Generation OSS/BSS and Service Provisioning Forum 2008 16-18 January, Amsterdam

Agenda ,[object Object],[object Object],[object Object]

KPN Royal Dutch Telecom ,[object Object],[object Object],[object Object]

KPN development during the last hundred years 1900 – 1980 – … Network utility 1980 – 2000 – … Telecom products 2000 - … Human connectivity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Requires technological and organizational transformation!

Vision ,[object Object],multiaccess-, managed ICT- and network services

Organization KPN the Netherlands now organized along Consumer and Business divisions ,[object Object],Board of Management Consumer Baptiest Coopmans Business Eelco Blok Wholesale & Operations Eelco Blok IT NL Marcel Smits Mobile International Stan Miller KPN the Netherlands ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p

KPN strategy Attack-Defend-Exploit strategy to deal with shifts in the market ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Attack Defend Exploit

KPN Business Market Ambition: ‘Our customers appreciate our service and actively promote KPN as preferred partner in business’ Our Strategic Objectives Our Mission We have the right customer insights to support and optimize our clients business processes with outstanding ICT services ,[object Object],[object Object],[object Object],[object Object],[object Object],staff customer

State of Affairs in OSS ,[object Object],[object Object],[object Object],[object Object],Poor BSS/OSS design and performance is a root cause for customer complaints (no FTR delivery, long lead times, miscommunication)

Business Processes Future proof IT Architecture Way of Working ,[object Object],[object Object],[object Object],Applications, information, IT-infrastructure People, skills, organisation, working methods Next Generation BSS/OSS development: it needs a business approach! Governance Customer Excellence ,[object Object],[object Object],What How A business program approach is required to enable consistent, multidisciplinary implementation of next generation BSS/OSS

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Next Generation OSS development: The Customer Experience ,[object Object],[object Object],[object Object],[object Object],Renewal , churn Offering Distribution Activation Billing & collection Customer service Usage Reorientation Sales Renewal/ Churn Product Offering Delivery Activation Billing & Payment Customer Service Usage Reorientation Sales BSS OSS

Next Generation OSS development: The Governance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Next Generation OSS development: The Way of Working ,[object Object],[object Object],[object Object],[object Object],[object Object]

Next Generation OSS development: The Business Processes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],GUIDELINES

Next Generation OSS development: The IT Architecture The Service Network Integrator bridges the gap in customer centric OSS/BSS The Service Network Integrator is the workflow manager for communication between customer representatives and operational delivery units… Product portfolio Customer communication Service Network Integrator Product A Product B Product N Assignment Assignment Status/Referral Status/Referral Assignment 3a 3b 3c 4c 4b 4a Status/Referral 2 1 3 4

Questions & Answers ,[object Object]

Building A Customer Centric Telco

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