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Integrated Order Management

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Integrated Order Management

  1. 1. Integrated Order Management Bulent Unsal – Business Development Manager Jardar Olsen – Product Marketing Manager
  2. 2. What is Order Management?
  3. 3. Telemanagement Forum eTOM – Level 1
  4. 4. Telemanagement Forum eTOM – Level 2
  5. 5. Order Management Business Problem • Slow offer design and implementation • Fragmented design process across organizations and systems; compounded by complexity of convergent services • Time consuming and manual processes to test new offers require coordination across systems and organizations • Limited ability to reuse existing work requiring new orchestration plans for each new offer • Long order cycle time • Difficulty in creating complete and accurate orders results in high order fallout • Inability to decompose orders and provide orchestration plans for complex service bundles • Unable to confirm order status on-demand with limited or no visibility to order delivery process • In-flight customer revisions and cancellation requests are resource intensive • High OPEX due to service based silos • Product and service based silos result in duplication of functions and systems • System integration, maintenance, and enhancement costs escalate due to this duplication © 2009 Oracle Corporation – Proprietary and Confidential 6
  6. 6. Order Management Solution • Oracle offers an end-to-end productized solution called “Integrated Order Management” to help address the challenges of order management. • “Integrated Order Management” is a SOA based integration and deployment accelerator that automates the order delivery flow across best-in-class applications with productized integrations. The key components of the solution are: – Siebel CRM – OSM – (Order and Service Management) – PIM Product Data Hub – AIA for Communications Process Integration Packs (PIPs) • These are aided by the Oracle’s BRM and service fulfillment application suite. © 2009 Oracle Corporation – Proprietary and Confidential 7
  7. 7. Order Management Solution Benefits • Fast offer design and implementation • Simple design time integration with order management provides end-to-end view required to create and test offers • Zero configuration offer introduction using new combinations of existing products and services • Short order cycle time • Enhanced technical service qualification improves order accuracy across all channels for all types of orders • Automatic decomposition of sales orders generates unique orchestration plans for any offer or bundle • On demand order status visibility for all channels across the order lifecycle, including jeopardy and exception management • Compensation plans are automatically generated to handle in-flight order revisions and cancellations Oracle Order Management Results • Fast offer launch • Lower OPEX • Preventitive order fallout & faster recovery • Proven convergent platform orchestrates across • Complete order lifecycle visibility existing systems preventing the need for costly new • Lower cost in-flight changes silos • Reduced IT costs • Productized integrations reduce initial and ongoing support costs © 2009 Oracle Corporation – Proprietary and Confidential 8
  8. 8. Deep Dive by Jardar Olsen
  9. 9. Sales Order • Sky is the Limit Broadband – VOIP – VoIP Service Bundle • Basic VoIP • VoIP 2 Channel Gateway • VoIP Activation – High Speed Internet Service Bundle • Basic High Speed Internet • High Speed Internet First Month Free Discount • High Speed Internet Activation – Motorola Modem
  10. 10. Process Flow Order Delivery CRM Siebel Order Capture Management Lifecycle Order OSM Decompose order , Route order components Billing BRM Fulfill Billing Service Fulfillment UIM OSM Inventory Provisioning ASAP / IPSA Activation
  11. 11. Order Capture © 2009 Oracle Corporation – Proprietary and Confidential 12
  12. 12. Order Capture – Line items © 2009 Oracle Corporation – Proprietary and Confidential 13
  13. 13. OSM Product Details: Generating an Orchestration Plan 1. Determine Fulfillment Functions Sales Order 2. Determine Target Systems 4. Generate Orchestration Plan from executable order components and Product Spec 3. Determine Processing dependencies Granularity 5. Determine Start Date/Time Decomposition Orchestration Plan Executable Order Components © 2009 Oracle Corporation – Proprietary and Confidential 14
  14. 14. Order Decomposition Function System Order Granularity InitiateBillingFunction[BRM-REZBDB][OrderGranularity] InitiateBillingFunction[BRM- InitiateBillingFunction InitiateBillingFunction[BRM-VOIP][OrderGranularity] InitiateBillingFunction[BRM- Sky is the Limit Broadband – VoIP InitiateBillingFunction[BRM-REZBDB] InitiateBillingFunction[BRM- InitiateBillingFunction[BRM-VOIP] InitiateBillingFunction[BRM- © 2009 Oracle Corporation – Proprietary and Confidential 15
  15. 15. Dependencies © 2009 Oracle Corporation – Proprietary and Confidential 16
  16. 16. Order Delivery Typical Runtime Fulfillment Topology General Ledger General Ledger Provider 2 Provider 3 Provider 1 Billing Billing Billing CRM Payment && Payment & Payment & Payment & Payment & Payment Order Collections Fulfillment System Type = Billing Collections Collections Collections Collections Collections Capture BRM-VOIP BRM-REZBDB BRM-BIZBDB (VOIP Services) (Residential Broadband) 1 2 (Business Broadband) Order Management 7 1 8 9 2 3 9 10 8 7 3 Provisioning 4 5 Provisioning 6 Provisioning VoIP UK DSL DSL PartnerInc Provisioning Provisioning Provisioning Shipping Shipping Provider 2 Provider 1 Provider 1 InHouse Provider 1 Provider 2 Fulfillment Fulfillment Fulfillment Provider 3 Service Provider 1 Shipping Shipping WFM CRM Service Activation Activation Activation WFM All System System System Fulfillment SystemDSL = Provisioning VoIP UK Type DSL Type = Type = Type = Service WFM Shipping Network Network Inventory Inventory DSL In Scope AIA Integration Custom Integration © 2009 Oracle Corporation – Proprietary and Confidential 17
  17. 17. Key Takeaways © 2009 Oracle Corporation – Proprietary and Confidential 18
  18. 18. 2. ŞĐFRE DÜNYADA