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Achieving Best-in-Class Customer Experience through Effective Product Launch

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Achieving Best-in-Class Customer Experience through Effective Product Launch presented by Umesh Vyas - Tata Communications Transformation Service.

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Achieving Best-in-Class Customer Experience through Effective Product Launch

  1. 1. © 2015 Tata Communications Transformation Services All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com/tcts/index.html www.tatacommunications-ts.com Achieve Best In-class customer experience through effective product launch Umesh Vyas Tata Communications Transformation Service
  2. 2. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. Agenda 1. TCTS Introduction 2. Key Business Drivers 3. Background and Building Blocks 4. Scope and Approach 5. Execution 6. NPI Lifecycle, Benefits Delivered 7. Best Practices, Learnings 8. Q&A 2
  3. 3. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 3 Building and Operating one of the largest global networks TCTS Origin | Tata Communications #1 submarine cable owner 50% of world’s roaming traffic #1 Enterprise data in India 42 Data centers with more than 10,000 racks and one million square feet • Over 210,000km of owned fibre • Fibre ring around the globe • 400 PoPs • Over 15 terabits of International bandwidth lit capacity • More than 1 million sq. ft. of data center space State-of-the-art infrastructure • 1,600 carriers • 785 mobile operators • +10,000 corporate customers • +74,000 SME customers • +650 corporate customers in South Africa • Customers in 197 countries Customers 20% Internet traffic delivery 1.2 Million international circuits in operation #1 International voice carrier 75% of all inter-carrier telepresence calls Enabling Tata Communications in Delivering Competitive Advantage to Become World's Best Tier 1 Network Tata Communication at a glance
  4. 4. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 4 TCTS | At a Glance Creating Values in Business Eco-system by Providing Solutions to Maximize Profitability 2500+ Multi domain/vendor agnostic network specialist across multiple technologies 6 Global delivery centers including on-site customer delivery centers Business Process Management Operational Performance Improvement Transformation Network Audit and Consultancy Security Audit and Consultancy Business Consulting Fulfillment Assurance Network Engineering and Planning B2B Enablement Service Monetization Customer Experience Management Business Enablement Network and Services Business Excellence Audit and Consultancy Simplify Complexity by Improving Process Efficiency Accelerate Time-to-Market with Proven Experience and Expertise Improve End Customer Experience by Enhancing Service Availability Reduce Costs by Optimizing People, Processes and Technology +
  5. 5. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. African Operator Case Study: Business Drivers Product Scope : IPLC and IP-Transit Launch Greenfield Operations within African region in 3 months Primarily to focus on Wholesale Operations No processes in place for provisioning of telecom network and communication services - Provide better services for wholesale Africa Customers - Maximize the returns on investments made on fiber Need to build E2E – People , Process & Technology
  6. 6. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. Background Global Operator Heritage Demonstrated Africa Experience in Telecom Operations Transformation Capabilities Best In Class Customer Experience Domain Experience and Customer Experience Operational Capabilities Experience of Managing M&A’s People + Process + Platform Greenfield African Operator BusinessExcellence Challenge Areas Leverage proven frameworks, re- use processes ITIL eTOM Six sigma Execute using best-in class tools Apply Industry best practices
  7. 7. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 7 Strategy Infrastructure Products Process Systems Operations Building Blocks
  8. 8. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 8 Strategy • Markets • Customers • Competitive Landscape • Regulatory Approach Product and Services • Product Development • Product Strategies & Analysis • NOC Operationalization Process • New Product Introduction Process • Fulfillment, Assurance & Billing Processes Operations Support Systems • Platform Requirement & Identification • Support and Recommendations 1 2 43 Scope
  9. 9. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. A well defined and structured approach for conducting in-depth assessment Recommendations- Long Term and Quick Win Develop Framework for Process Delivery Design Process BlueprintAs-Is Process Roles & Responsibilities KPI/SLA/OLA Analysis GreenfieldOperator Data Collect Analyse Recommend Execute Deliver Process Blueprint, SOPs Conduct UAT, ORT, Launch Trainings, Sign-off Top Down (Management View) Bottom Up (Operations View) Discussion with SMEs-Domain Vision and Strategy As-Is Process/Mar ket Study Understanding Organisational structure  Effective New Product Launch  Achieve Best-In Class Customer Experience Framework | CARE model
  10. 10. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. Ops Support UAT/ORT Product Launch (IPLC,IP-Transit) Systems/OSS Landscape Process Blueprint/Process Landscape Establishing Product/Services Portfolio Strategy & Planning Support  L4 Process for FAB  Pricing and Product Catalogue  Requirements support for systems, Legal and HR  Documentation & Design-SOPs, Guides, templates  Operations Readiness Support Deliverables Approach
  11. 11. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 11 Product Lifecycle Management Enterprise Management OperationsProduct Lifecycle Management Strategy Infrastructure Lifestyle Management Product Lifecycle Management Marketing and offer management Service Development and management Resource Development and management (Application, Computing and Network) Supply Chain Development and management Operations Support & Readiness Fulfillment Assurance Billing & Revenue Management Customer Relationship Management Service Management & Operations Resource Management and Operations (Application, Computing and Network) Supplier/partner Relationship Management Strategic & Enterprise Planning Enterprise Risk Management Enterprise Effectiveness Management Knowledge & Research Management Financial & Asset Management Stakeholder & External Relations Management Human Resource Management Execution
  12. 12. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 12 Product & Offer Capability Delivery Service Capability Delivery Resource Capability Delivery Supply Chain Capability Delivery Supply Chain Capability Development and retirement Execution
  13. 13. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 13 Product & Offer Capability Delivery Service Capability Delivery Resource Capability Delivery Supply Chain Capability Delivery Supply Chain Capability Development and retirement Product Lifecycle Management Product & Offer Development & Retirement Product Marketing Communications & Promotion Service Development & Retirement Resource Development & Retirement Supply Chain Development and retirement Execution
  14. 14. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 14 Fulfillment // Assurance // Billing Process Product & Offer Capability Delivery Service Capability Delivery Resource Capability Delivery Supply Chain Capability Delivery Supply Chain Capability Development and retirement Product & Offer Capability Delivery Service Capability Delivery Resource Capability Delivery Supply Chain Capability Development and retirement Product Lifecycle Management Product & Offer Development & Retirement Product Marketing Communications & Promotion Service Development & Retirement Resource Development & Retirement Supply Chain Development and retirement Product & Offer Development & Retirement Product Marketing Communications & Promotion Service Development & Retirement Resource Development & Retirement Supply Chain Development and retirement Order Handling Service Configuration & Activation Resource Provisioning S/P Requisition Management Order Handling Service Configuration & Activation Resource Provisioning S/P Requisition Management Execution
  15. 15. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 15 Fulfillment // Assurance // Billing Process Product & Offer Capability Delivery Service Capability Delivery Resource Capability Delivery Supply Chain Capability Delivery Supply Chain Capability Development and retirement Product Lifecycle Management Product & Offer Development & Retirement Product Marketing Communications & Promotion Service Development & Retirement Resource Development & Retirement Supply Chain Development and retirement Order Handling Service Configuration & Activation Resource Provisioning S/P Requisition Management Problem Handling Service Problem Management Resource Trouble Management S/P Problem Reporting & Management Execution
  16. 16. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 16 Fulfillment // Assurance // Billing Process Product & Offer Capability Delivery Service Capability Delivery Resource Capability Delivery Supply Chain Capability Delivery Supply Chain Capability Development and retirement Product Lifecycle Management Product & Offer Development & Retirement Product Marketing Communications & Promotion Service Development & Retirement Resource Development & Retirement Supply Chain Development and retirement Order Handling Service Configuration & Activation Resource Provisioning S/P Requisition Management Problem Handling Service Problem Management Resource Trouble Management S/P Problem Reporting & Management Billing Supplier/Partner Interface Management Execution
  17. 17. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. Products | New Product Introduction Cycle NPI Opportunity Assessment • Market research & analysis • Product evaluation 1 Business Case • Requirement Gathering • Prepare Business case • Recommend Go/No Go decisions 2 Product Description • Preparation of MRD* • Sales/Marketing plans • Pricing plans 3 Product Deployment Support • Project plan for product deployment • Program management with stakeholders 4Trial & Testing • Test plan set-up • Design of test scenarios • Documentation of test cases 5 Operational Support • Defining SOPs • Operations readiness test • Product “live” & hand over to Operations 6 * MRD: Marketing requirement definition
  18. 18. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 18 Benefits Delivered Time to Market Process Blueprint NOC set-up Enterprise Management Regulatory • HR Strategy and Framework • Supported release of RFI/RFPs • Contract Management Framework • Operationalize NOC • Trainings, Process Walkthroughs • Dashboards and Improvement Plan • 126 FAB Processes • Operational Process Guides • Templates and Trackers in absence of OSS/BSS • Filing of tariff for IPLC,IP-T • Support for access to International cable systems • 30% reduction in time for product launch • Ready to Use NPI Methodology • 7 total products launched Enhanced Customer Experience
  19. 19. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 19 Learnings Faster Time to Market-NPI and Process Repository Utilization of TL9000 Metrics Framework Emphasis on Industry Frameworks eTom Focus on Customer Experience Comprehensive Measurement Framework
  20. 20. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 20 Q&A
  21. 21. www.tatacommunications-ts.com © 2015 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. Thank You

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