Business Process Framework (eTOM) - Introducción

1 TM Forum 2012 Business Process Framework (eTOM) For The Information and Communications Services Industry Addendum D: Process Decompositions and Descriptions GB921 Addendum D Version April, 2012 Business Process Framework (eTOM) Process Decompositions and Descriptions GB921 Addendum D, Version TM Forum 2012 Page 2 of 442 Notice No recipient of this document and code shall in any way interpret this material as representing a position or agreement of TM Forum or its members. This material is draft working material of TM Forum and is provided solely for comments and evaluation. It is not Forum Approved and is solely circulated for the purposes of assisting TM Forum in the preparation of final material in furtherance of the aims and mission of TM Forum.

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4 3 LIST OF FIGURES .. 16 PREFACE .. 19 Business Process Framework .. 19 INTRODUCTION .. 21 Process Associations and IDs .. 22 Process DECOMPOSITIONS & DESCRIPTIONS .. 23 CUSTOMER RELATIONSHIP MANAGEMENT .. 23 Customer Relationship Management .. 23 CRM - Support & Readiness .. 24 Customer Interface 25 Marketing Fulfillment Response .. 25 Selling .. 25 Order Handling .. 26 Problem Handling .. 27 Customer QoS/SLA Management .. 27 Retention & Loyalty .. 28 Bill Invoice Management .. 28 Bill Payments & Receivables Management .. 29 Bill Inquiry Handling .. 30 Charging .. 30 Manage Billing Events .. 31 Manage Balances .. 32 Billing & Collections Management (DELETED).

5 32 CRM - SUPPORT & READINESS .. 32 CRM - Support & Readiness .. 33 Support Customer Interface Management .. 34 Support Order Handling .. 34 Support Problem Handling .. 36 Support Retention & Loyalty .. 37 Support Marketing Fulfillment .. 37 Support Selling .. 38 Support Customer QoS/SLA .. 39 Manage Campaign .. 40 Manage Customer Inventory .. 40 Manage Product Offering Inventory .. 41 Manage Sales Inventory .. 42 Support Bill Invoice Management .. 43 Support Bill Payments & Receivables Management .. 44 Support Bill Inquiry Handling .. 45 Support Billing & Collections (DELETED) .. 45 BILL INVOICE MANAGEMENT .. 46 Bill Invoice Management.

6 46 Apply Pricing, Discounting, Adjustments & Rebates .. 47 Create Customer Bill Invoice .. 47 Produce & Distribute Bill .. 48 BILL PAYMENTS & RECEIVABLES MANAGEMENT .. 49 Business Process Framework (eTOM) Process Decompositions and Descriptions GB921 Addendum D, Version TM Forum 2012 Page 4 of 442 Bill Payments & Receivables Management .. 49 Manage Customer Billing .. 50 Manage Customer Payments .. 51 Manage Customer Debt Collection .. 51 BILL INQUIRY HANDLING .. 52 Bill Inquiry Handling .. 53 Create Customer Bill Inquiry Report .. 53 Assess Customer Bill Inquiry Report .. 54 Authorize Customer Bill Invoice Adjustment.

7 55 Track & Manage Customer Bill Inquiry Resolution .. 56 Report Customer Bill Inquiry .. 57 Close Customer Bill Inquiry Report .. 57 CHARGING .. 58 Charging .. 58 Perform Rating .. 59 Apply Rate Level Discounts .. 59 Aggregate Items For Charging .. 60 Manage Customer Charging Hierarchy .. 61 MANAGE BILLING EVENTS .. 61 Manage Billing Events .. 61 Enrich Billing Events .. 62 Guide Billing Events .. 63 Mediate Billing Events .. 63 Report Billing Event Records .. 63 MANAGE BALANCES .. 64 Manage Balances .. 64 Manage Balance Policies .. 65 Manage Balance Operations .. 65 Manage Balance Containers .. 66 Authorize Transaction Based on Balance.

8 66 CUSTOMER INTERFACE 67 Customer Interface 67 Manage Contact .. 68 Manage Request (Including Self Service) .. 68 Analyze & Report on Customer .. 69 Mediate & Orchestrate Customer Interactions .. 69 MARKETING FULFILLMENT RESPONSE .. 70 Marketing Fulfillment Response .. 70 Issue & Distribute Marketing Collaterals .. 70 Track Leads .. 71 SELLING .. 71 Selling .. 72 Manage Prospect .. 72 Qualify Opportunity .. 73 Negotiate Sales/Contract .. 73 Acquire Customer Data .. 74 Cross/Up Selling .. 75 Develop Sales Proposal .. 75 Manage Sales Accounts .. 76 ORDER HANDLING .. 76 Order Handling .. 77 Determine Customer Order Feasibility.

9 78 Authorize Credit .. 78 Track & Manage Customer Order Handling .. 79 Complete Customer Order .. 79 Business Process Framework (eTOM) Process Decompositions and Descriptions GB921 Addendum D, Version TM Forum 2012 Page 5 of 442 Issue Customer Orders .. 80 Report Customer Order Handling .. 81 Close Customer Order .. 81 Receive PO & Issue Orders (DELETED) .. 82 PROBLEM HANDLING .. 82 Problem Handling .. 83 Isolate Customer Problem .. 83 Report Customer Problem .. 84 Track & Manage Customer Problem .. 85 Close Customer Problem Report .. 86 Create Customer Problem Report .. 86 Correct & Recover Customer Problem .. 86 CUSTOMER QOS/SLA MANAGEMENT.

10 87 Customer QoS/SLA Management .. 88 Assess Customer QoS/SLA Performance .. 89 Manage QoS/SLA Violation .. 89 Track & Manage Customer QoS Performance Resolution .. 90 Close Customer QoS Performance Degradation Report .. 91 Create Customer QoS Performance Degradation Report .. 91 Report Customer QoS Performance .. 92 RETENTION & LOYALTY .. 92 Retention & Loyalty .. 93 Establish & Terminate Customer Relationship .. 93 Build Customer Insight .. 94 Analyze & Manage Customer Risk .. 95 Personalize Customer Profile for Retention & Loyalty .. 95 Validate Customer Satisfaction .. 96 SERVICE MANAGEMENT & OPERATIONS .. 96 Service Management & Operations.