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Reference Process Flows for Telecommunication Companies

Author

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  • Christian Czarnecki
  • Axel Winkelmann
  • Myra Spiliopoulou

Abstract

The telecommunication market is experiencing substantial changes. New business models, innovative services, and technologies require reengineering, transformation, and process standardization. Enterprise Architecture Frameworks support the transformation by specifying methods, procedures, and reference models. With the Enhanced Telecom Operation Map (eTOM), the TM Forum offers an international de facto reference process framework, based on specific features and requirements of the telecommunication industry. However, this reference framework only offers a hierarchical collection of processes on different levels of abstraction; a control view in terms of a sequential ordering of tasks and hence a real process flow as well as an end-to-end view on the customer are missing. In this paper, we extend the eTOM reference model by reference process flows, in which we abstract and generalize the knowledge about processes in telecommunication companies. With reference process flows, we aim to assist companies in achieving a structured and transparent re-structuring and re-design of their processes. We demonstrate the applicability and usefulness of our reference process flows in two case studies, and evaluate them by means of criteria for reference model evaluation. Our reference process flows have been accepted as a standard by the TM Forum and published as part of eTOM version 9. We further elaborate on those components of our approach which can be applied outside the telecommunication industry. Copyright Springer Fachmedien Wiesbaden 2013

Suggested Citation

  • Christian Czarnecki & Axel Winkelmann & Myra Spiliopoulou, 2013. "Reference Process Flows for Telecommunication Companies," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 5(2), pages 83-96, April.
    • Handle: RePEc:spr:binfse:v:5:y:2013:i:2:p:83-96
    DOI: 10.1007/s12599-013-0250-z
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    References listed on IDEAS

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    1. Udo Bub & Arnold Picot & Helmut Krcmar, 2011. "The Future of Telecommunications," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 3(5), pages 265-267, October.
    2. Jörg Becker & Patrick Delfmann & Ralf Knackstedt, 2007. "Adaptive Reference Modeling: Integrating Configurative and Generic Adaptation Techniques for Information Models," Springer Books, in: Jörg Becker & Patrick Delfmann (ed.), Reference Modeling, pages 27-58, Springer.
    3. Key Pousttchi & Yvonne Hufenbach, 2011. "Value Creation in the Mobile Market," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 3(5), pages 299-311, October.
    4. Monique Snoeck & Cindy Michiels, 2002. "Domain Modelling and the Co-Design of Business Rules in the Telecommunication Business Area," Information Systems Frontiers, Springer, vol. 4(3), pages 331-342, September.
    5. Peppard, Joe & Rylander, Anna, 0. "From Value Chain to Value Network:: Insights for Mobile Operators," European Management Journal, Elsevier, vol. 24(2-3), pages 128-141, April.
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