A condensed two slide Power Point file demonstrating the end to end process from the Pre Product launch process to Post Product launch CRM life cycle support.

1. End to End Process:
Pre and Post
Product Launch for
the Telecom Industry
By Adam P. Shiell

2. PM = Project Management
UAT = User Acceptance Testing
ORT = Operational Readiness Testing
PA = Product Announcement
SCB = Sales Communication Bulletin
OM = Order Managers
RFU = Ready for Use date
CICS = Customer Implementation Configuration Specialists
NCC = Network Control Centre
TSE = Technical Service Engineer / Field Engineer
PTT = Local Telco provider / ISP
GCAC = Global Customer Assistance Center / Global Help Desk / Global
Support Desk
CHD = Certified Help Desk (A network of Telco affiliates that provided local
customer support utilizing the same processes as the headquarters support
process)
GTS = Global Technical Support (Second level support) By Adam P. Shiell
Terms and definitions

3. Pre Product Launch - Telecom
Market
Demand
Marketing
Requirements
Sr.
Management
& Finance
review the
business case.
Product
concept
and
business
case is
developed
via market
research
and/or
customer
demand.
Business Case
Sr.
Mgmt/
Finance
Mgmt
Marketing
provides
Service
Delivery
Teams and
PM with the
product
requirements
PM, SD Team,
conducts analysis
and adds
Customer
Services
requirements
needed to
support the
product. They
facilitate CRM
product modeling,
develop processes
and training.
Marketing
releases a
PA
Broadcast
approx. 30
days prior
to full
release.
SCB
Broadcast
sent when
product is
ready to be
ordered.
Analysis &
Development
UAT/ORT and
Training
Marketing
Product
Product
Deployed
Product
is
deployed
and is
available
for sale.
Customer
Marketing
Marketing
PM
PM
PM conducts
User
Acceptance
Testing of
systems and
tools,
facilitates
Operational
Readiness
Test, and
Conducts
Customer
Services
Training.
Service Delivery
Team
Marketing
PA & SCB
Project Management and Cross Departmental Collaboration

4. OM CICS NCC PTT TSE
Order
Submit
Service Delivery
Service
Assurance
Billing Invoice
Billing
Faults
Invoice
Facilitate
resolution of
adjustments to
invoices.
Implements
new
product,
contracts,
and SBR
rates
Enter billing
information into
Billing Systems,
and prepares for
invoice
generation.
Create and
maintain
customer
premise and
backbone
configurations
GTS
provides 2nd
level fault
Resolution.
GTS
GCAC
CHD
NCC loads
appropriate
router and
parts files and
confirms
completeness
of installation
Order
Managers
manage
the order
to RFU.
PM provides
sales order
entry and
CRM asset
reconciliation
Support.
Billing
Admin
Rates
PM provides
CRM asset
repair that
may be
required for
Billing
adjustments.
The GCAC is responsible for
overseeing and creating processes
and procedures to insure
consistent, quality support is
provided to customers regardless
of where the fault is reported. The
CHD follows the same processes as
the GCAC.
PTT/Telco is
responsible for
delivery of the
circuit. TSE
orders it.
TSE installs physical
equipment at the site.
PM
Life Cycle
Support
PM
Life Cycle
Support
Sales
PM
Life Cycle
Support
PM
Life Cycle
Support
PM provides
order process
support for Lead
to Cash
organizations
PM provides ticketing
system support.
Post Product Launch - Telecom
End to End CRM Deployment and Process