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Sponsored by:
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Date: Thursday, October 9, 2008
Time: 10:00am Eastern Time [Convert to your local time]
Duration: 1 Hour
Speakers:
- Krzysztof Jasek, OSS Product Manager, Comarch
- Dave Milham, Distinguished Fellow and SDF Co-Chair, TM Forum
Chairperson: Joan Huffine, TM Forum
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Quality expectations of customers are increasing, thus acting as catalyst for changes in service providers’ business models and their approach to overall service quality management. Introduction of SDP and Service Delivery Framework has increased flexibility for easily creating and co-provisioning services, resulting in a more complex end-to-end business case for delivering services. This leads to a situation where managing overall quality becomes a challenge as the single operator plays only a linking role in the long supply chain of the services offered.
In this environment, even more business aspects should be considered to provide a complete view of service quality and to address all the issues related to customer satisfaction. A traditional approach must now be converged with additional sources like an edge device and customer relationship and application management. The new approach should also provide standards for a service quality ecosystem as well as benchmarking possibilities.
Attend this free webinar to learn about:
- Establishing required quality levels with suppliers and tracking potential service quality problems along the value chain
- The most up-to-date, relevant information on TM Forum standards, such as SDF programs, Business Process Framework (eTOM), SLA Handbook and End-to-End Service Quality Management
- Assessment of customer-driven SLA rules
- Industry needs for managing the Quality of Customer Experience
- Standards for SQM metrics and Interfaces that support the customer experience assurance process across a Value Network formed by multiple cooperating partners
- Identifying high level requirements for OSS platforms related to overall approach to service quality management
Join us to find out all you need to know about current and future requirements for top-down, end-to-end service quality management in an environment of evolving business models and an expanded service delivery value chain.