big bang teorisi - oracle · why adf? • jsf + ajax • model-view-controller (mvc) with the...
TRANSCRIPT
Big Bang Teorisi
TTNET Transformasyon Projesi
1 Kasım 2011
Swissotel
İstanbul
Agenda
• TTNET’s Objectives • SEP: Service Excellence Program • Why Big Bang • Key Success Factors • Some Features • Telaura CRM Suite • Design Objectives • Why ADF • Modules • Some Numbers • Cut OfF Day • Q/A
3
• Founded in 2006, as a subsidiary of Turk Telekom
• Migrated from “Resell” to “Bitstream Access” in 2008
• xDSL by numbers (6,1+ M ADSL , 6 k VDSL )
• 80% market share , ARPU ~ 25 US$
• More than 8,000 WiFi hotspots
• Launched triple-play packages as of March. 2011
• Multi-screen video services
Company Overview
TTNET’s Objectives
Increase Market Share
Increase Customer
Loyalty
Increase ARPU
Decrease Costs
“Deploy fast, innovative and profitable new offers”
Inte
gration
S O
rde
r Fu
lfillme
nt
Telaura (CRM)
1
FCBS (Billing)
2
DWH/Business Intelligence
3
4
Migration 5
•Correct & Fast Data migration •Data Cleansing •Maintaining old necessary data
• Data migrator
• Contact Managment, •Campaign Mng. •Churn &Retention •Complaint Handling •Self Care, •User mangement, •Customer&Account Management •Sales&Order Management
•Billing&Charging •Rating
•ETL jobs • Business Intelligence • Management dashboard •Reporting
•Enterprise Service Bus • Provisioning and Process Orchestration
SEP (Service Excellence Program) Components
FCBS
Rating
Billing
Charging
TT VAS VAS
VAS COSMOS VOIP
Entegrasyon
Oracle SO
A Su
ite
11
G
Service Repository
Bu
sines
INtelegence
DWH Reporting & Analytics
Platform (BI)
Transaction Flow Data Flow
SEP High Level Architecture
Customer Administration
Product-Service Catalog
Sales
Campaign Management
Retention & Loyalty
Contact Management
OIM Netyüz Bayi Portal
Order Handling
Complaint Managament
Channel Management
Web Self Service
TELAURA
SEP
Kick Off Full Release
January 2010
Release 1
May 2011 August
Project Completed in 1,5 Year
Without Frozen period.
SEP Project Plan
Kick-Off Common
Language and standartization
Detailed Project Plan
Requirment Gathering
Analyzing functional &
business process
Documantaion Review and approving
documents
Development functional aplilcaiton
Integration development
E2E tests
UAT Launch Baby Sitting Next step and
New requriments
Building Hardware Infrastructure for
Test, Development and Production Env.
Preparing Migration tasks and data
Traning Users
( Ofice,Dealer,Call Center, etc)
New Roles and responsibilities
and organizations
Planing Production day
and rollback plan
SEP Project Basic Activities
Why Big Bang ?
• Time and implementation cost is lower than partial and synchronized transition
• No Synchronization issue with as is application
• Shorten Rollout
• You try once if succeed, pain at earlier time but big success after baby sitting
TTXSB
ESA Oracle SOA Suite Integration
Telaura CRM
FCBS Billing
DWH
Netyüz
xDSL
OIM Dealer Portal
TTO
TTS
IVR CTI
SSO
eInvoice Portal
SEP Effected Components
Mail Wi-fi Vitamin
Tivicep Tivibu web/cep TT oyun
VAS
...
Muzik
Business Processes/Parties/Domains Owner involvement and support
Top management support
Project and task management
Customer specific delivery method
Iterative functional, E2E tests and load tests
KEY Success Factors
Party-Multiple Roles & relations
Some Features
Party-Multiple Roles & relations
Some Features
360° of customer view
Some Features
Consolidate all customer interaction accross channel
Some Features
Some Features
Consolidate all customer interactions accross channel
Some Features
TELAURA CRM SUITE
Telaura Telco CRM Suite
19
Etiya has become active in the
telecommunication sector in
2004 and with the strengthened
experiences in different
segments, since 2008
asignificant growth has been
achieved. This growth resulted
in a great invcease in the market
share.
• Establishment 2004;
• Head Office: Yıldız Teknopark, Istanbul,
Turkey
• Branch Office: Bilkent Teknopark, Ankara,
Turkey
• America Contact Office: New Jersey / USA
• 120 Experts
• 50% stable growth rate per year
• Focus; Telco BSS/OSS
• CRM, BPM, Provisioning, Billing
Company Overview
Rule Engine
• Business Rules
• Customer life cyle rules
• Product life cycle rules
Configurable
• Can easily be configured with respect to operator needs
Moduler
• SOA
• Allows reuse of existing modules
• Change only what you need
Industy Standards
• eTOM processes
• SID both database and API
Low Integration and implemantation cost
• Open API
Design Objectives
Why ADF?
• JSF + AJAX • Model-View-Controller (MVC) with the separation of interface and
business logic. • Lazy-loading • Entity Cache technology • Declarative Partial Page Rendering • Rich Data Visualization • Security Support • Flexible and faster development • TaskFlow: Visualization of processes & managing processes within
the same transaction • Data feed with GoogleMap, Gantts and PointTheme support • Supports different clients (PDA, WAP, Browser, etc)
EXTERNAL ESB
Channel Management
Voucher Management
Product & Catalog Management
Lead & Feasibility Management
Contact
Management
Customer&Account Management
Activity Management
Churn & Retention Management
Sales & Order Management
Campaign Management
User Management
Complaint
Management
External Applications
DEALER PORTAL
INTE
RN
AL
ESB
RULE ENGINE
Telaura Architecture
ResourceFacingService(from ResourceFacing Service ABE)
ServiceSpecification(from Service Specification ABE)
Service
1 0..n1 0..n
SpecifiesService
CustomerFacingService(from CustomerFacing Service ABE)
Resource(from Resource ABE)
ResourceFacingServiceSpec(from ResourceFacing ServiceSpec ABE)
CustomerFacingServiceSpec(from CustomerFacing ServiceSpec ABE)
ProductOffering(from Product Offering ABE)
ResourceSpecification
0..n0..n 0..n
InvolvedResourceSpecs
0..n
0..1 0..n0..1 0..n
SpecifiesResource
1
1..n
1
1..n
RFServiceSpecHasResourceSpecs
Product(from Product ABE)
0..1
0..n
0..1
0..n
ProductRealizedAsCFService
0..n
0..n
0..n
0..n
ProductRealizedAsResource
0..1
0..n
0..1
0..n
ProdOfferDescribes
ProductSpecification(from Product Specification ABE)
0..n
0..n
0..n
0..n
ProdSpecRealizedAsCFServiceSpec
0..1
0..n
0..1
0..nProdSpecMadeAvailableAs
0..n
0..n
0..n
0..n
ProductSpecRealizedAs
0..1 0..n0..1 0..nProductSpecificationDescribes
1 MB Internet
2 MB Internet
Commercial Bundle
Customer Product
Customer Internet
Service, Voice Service
Internet Voice
Customer Modem, SIM
Card
Modem Set-top Box
SIM Card
100% SID BASED
Product & Catalog Management
• Define catalog according to your channels
• Create new single or bundle offers
• Unify sales channels around a consistent set of offerings
• Up-sell and cross-sell based offer releation
• Define optional offers within the bundle
• Discount/promotions
• Taxation
• Pricing
• Commitments
IPTV Welcome Bundle
1 MB Unlimited ADSL
IPTV Premium Package
Set-top box
VOIP Modem
VOIP
5 Mail Box
300 min. Wifi
400 # Music songs
% 10 Discount
% 100 Discount
4 TL Discount
First 3 months% 100 Discount
2 Year Commitment
“It takes couple of minutes to define a new complex bundle”
Offer Management
• 102 days of Workshops & Meeting more than a 100 people
• 50 CRs
• 300 issues
• 71.000 Test run
• 4.300 defects
Some Numbers
• 1840 Entities • 315 menu • 800 task-flows • 110 services
• 215 end point services • 300 rules
• 52 service spec definition
• 509 product spec definition
• 16.788 offers
• 40 Developer
• 23 Business Analysts
• 10 Test Experts
• #Daily Orders: 88.587 • #Daily OrderItems: 955.971 • #Daily ServiceCalls: 1.557.528
• Transition periods selected as Bayram to minimize office, dealer and call center effects.
• All teams worked 1 day to put on production safely
Cut Off Day
Sometimes they were not able to stop closing eyes
Cut Off Day
Thanks to administrative management for providing the necessary logistical support
Cut Off Day
Q&A
Thank You