Yesterday’s blog provided a contrast between a NOC and NASA’s Mission Control. It indicated that Mission Control is focussed on a single payload whilst NOCs are managing thousands / millions of services simultaneously.
From a customer experience perspective, we need to build OSS / BSS suites that are able to track every journey from end-to-end rather than the more common batch / silo approach. But this can be a really difficult, perhaps even insurmountable challenge for organisations with many legacy systems that contribute to existing workflows. Journey mapping can be difficult to retrofit.
As a proxy if you don’t have linking keys, you can use the cascading bucket technique. The diagram below (stolen from SolveforInteresting.com) shows the concept (disregard the numbers though).
If you can measure volumes of flows at each step in the journey then you can get a feel for where fallouts are happening. Sankey diagrams can be a good way of visualising.
It’s only a proxy though as most customer journeys traverse complicated service provider processes that have time gaps and data mutations / augmentations.Read the Passionate About OSS Blog for more or Subscribe to the Passionate About OSS Blog by Email