| TELECOM SERVICE PROVIDERS |
| Case Study |
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| An end-to-end system integration
project to implement OSS & BSS |
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| The customer |
| Lattice Group’s
broadband service initiative, aiming to capture
the lucrative whole sale market, operated a national
fibre backbone in the UK. An infrastructure comprising
of a 2000 km optical fiber network had enabled the
customer to create state-of-the art, end-to-end
internet protocol network to provide carriers, ISPs
and ASPs with highly flexible telecom and data services. |
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| The challenge |
The objective of
the project was to provide a comprehensive solution
for OSS and BSS systems and associated system integration
(SI) services to support them in deploying services
to their customers. The products and services offered
by the customer spread across multiple network technologies
and varied from core network services to value added
services:
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Network
Infrastructure (Managed Fiber, Wavelength,
Bandwidth etc) |
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Infrastructure Services (Co-location) |
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Network
Services (IP, ATM, Frame Relay) |
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Value
Added Services (IP VPN, VoIP) |
As a greenfield operator, the customer aimed at
delivering services quickly, cheaply and efficiently
over next-generation IP network. Specifically, Wipro’s
challenge was to:
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Provide
a single view of the customer across the whole
operations |
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Enable
simple, efficient and accurate billing for
a variety of services, including complex IP
services |
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Support
customer online monitoring and provisioning |
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Provide
high standards of customer service throughout
the service lifecycle |
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Manage program
and architect the entire solution |
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Drive customer’s
long term IT roadmap |
The broad challenge for the project was to achieve
functional richness combined with optimized architecture
and flexibility. |
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| Wipro’s solution |
The peak team was
ramped up in an aggressive time scale of four weeks.
The development center was set up in eight weeks
and the project was kicked-off within a few weeks
of contract sign-off. This was possible because
of diligent program launch methodology followed.
The project requirements were split into the following
areas:
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Business
Process capture and evolution |
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Customer
Relationship Management (CRM) |
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Billing,
Mediation and Interconnect |
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Service
Provisioning |
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Service Assurance |
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Information
Management and Reporting |
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Application
Integration and Workflow Automation |
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Infrastructure
setup (LAN, Hardware, Fail over, Security
etc.) |
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Application
Maintenance and Operations Services |
All the above components were completed and implemented
in a seamless and integrated manner.
Technical originality
and innovation
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Product Agnostic Architecture:
Generic and flexible architecture was supported
for critical functionality of provisioning
workflow and product configuration to support
new products with minimal customization. |
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Logical
Inventory Modeling: An elaborate
and accurate network model implemented through
inventory system along with automatic reconciliation. |
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MIS
and Data warehouse: Generic Data
Cubes implemented for analytical and ad-hoc
reporting as part of the Data Warehouse design.
The data warehouse and reporting system was
created to meet legal and regulatory requirements. |
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Data
Integrity through Data Modeling:
An Enterprise Data Model aids consistency
and reduce errors. |
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Security
and Web User services: “Single
sign-on” facility provided to web users
along with explicit personalization. |
A unique delivery model
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Evolutionary
lifecycle model: Allowed for incremental
build-up of functionality as well as the architecture
in tightly overlapping releases. This efficient
life-cycle facilitated customer’s business
goals of pursuing an aggressive product launch
schedule. Wipro was flexible to change and
dynamically adapted the delivery strategy
to meet changing business requirements and
the product portfolio of customer. |
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Configurable
vs. customizable architecture: Key
parts of the solution were built using components,
which could bring down the customization and
coding needed to support new products and
services. |
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Traceability:
Traceability of the solution to the business
processes with very high granularity. |
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Operation
readiness testing: A business process
focused testing has been pursued for each
release. |
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| Business benefits |
Reducing
cost through detailed planning
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Capex
Savings: Wipro utilized focused vendor management
and partnerships to obtain best deals on hardware
and software. Most of this advantage was passed
directly to the client. A completely transparent
and open book management approach was followed.
The customer had right to validate any aspect
of the program (Financial, Quality, Processes
etc) at any time. |
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Disciplined
delivery: All delivery was achieved either
on or ahead of schedule |
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Resource
Optimization: A utilization of 100% was maintained
throughout the program, minimizing the overheads
on the program. |
Improving customer care
through a robust complete CRM implementation
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Automated
Trouble Management: Seamless integration between
Network Fault Management System and CRM system
ensured that no time is lost in translating
and correlating data. |
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Alarm
Enrichment and Correlation: The fault management
system automatically correlated the network
alarms to figure out customers impacted ensuring
accurate & prompt action. |
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Data
Ownership and Integrity: Automated interfaces
between CRM, Billing and Service Provisioning
System ensured uncompromised data integrity. |
Helping accurate decision
making
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Operational
Data Store (ODS): Operational reports on a
periodical basis using simple Web interfaces |
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Data
Warehouse: Historical Analysis and Cross functional
Reports |
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Analytical
Cubes Setup: Pre-defined data cubes produced
ad-hoc multi-dimensional analytical reports. |
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