Identifying the Telecommunications Industry’s Differentiating Business Processes

Horizontal, industry-agnostic functions such as finance, HR, and procurement support these core processes. New business models and telco types focus on specific process subsets.

• Infrastructure companies (InfraCos) or tower companies focus on planning, building, and operating infrastructure, serving other telcos rather than end consumers. They do not handle customer acquisition and retention.
• Service companies (ServCos) and Mobile Virtual Network Operators (MVNOs) focus on customer experience, customer journey, and monetization without owning the network infrastructure.

The eTOM (Enhanced Telecom Operations Map) Framework is a model for telecom providers to efficiently manage business processes. Developed by TM Forum, it offers a structured approach with key descriptions for running a service-focused business.

Key Features:

• Hierarchical Structure: Organizes processes from strategy to operational tasks.
• Major Areas:
  • Strategy, Infrastructure & Product: Covers planning, infrastructure, and product management.
  • Operations: Includes customer activities and service delivery.
  • Enterprise Management: Focuses on support and supplier interactions.
• Standardized Language: Reduces implementation and integration costs by providing common terminology.
• Process Interaction: Shows how processes connect within the telecom value chain.

Benefits:

• Efficiency: Streamlines operations, enhancing service delivery.
• Agility: Promotes agile and responsive business processes.
• Integration: Facilitates seamless integration of enterprise systems for service and support.

Finally, let's explore the high-level domain landscapes that enable telco processes:

• Business Support System (BSS): BSS handles core billing and Customer Relationship Management (CRM), covering the entire customer journey and experience. This includes sales, marketing, commerce, and e-channels, supporting the complete customer lifecycle.
• Operations Support System (OSS): OSS manages networks, including activation, provisioning, resource and inventory management, monitoring, and performance optimization.
• Management Support System (MSS): MSS includes back-office functions such as finance, supply chain, procurement, and HR.

Some telcos also have a fourth domain for technology platforms, including data warehouses, business analytics, and AI/ML functions.

• Key business processes in telecommunications include planning, customer engagement, supply chain management, billing, and optimization.

• eTOM framework provides a comprehensive standard for telco business processes.

• Support systems like BSS, OSS, and MSS are crucial for managing various aspects of telecommunications operations.