Network operators spend huge amounts on building and maintaining their OSS/BSS every year. There are many reasons they invest so heavily, but in most cases it can be distilled back to one thing – improving operational efficiency.
And our OSS/BSS definitely do improve operational efficiency, but there are still so many sources of friction. They’re squeaking like un-oiled bearings. Here are just a few of the common sources:
- First-time Installation
- Identifying best-fit tools
- Procurement of new tools
- Update / release processes
- Continuous data quality / consistency improvement
- Navigating to all features through the user interface
- Non-intuitive functionality / processes
- So many variants / complexity that end-users take years to attain expert-level capability
- Integration / interconnect
- Getting new starters up to speed
- Getting proficient operators to expertise
- Unlocking actionable insights from huge data piles
- Resolving the root-cause of complex faults
- Onboarding new customers
- Productionising new functionality
- Exception and fallout handling
- Access to supplier expertise to resolve challenges
The list goes on far deeper than that list too. The challenge for many OSS product teams, for any number of reasons, is that their focus is on adding new features rather than reducing friction in what already exists.
The challenge for product teams is diagnosing where the friction and risks are for their customers / stakeholders. How do you get that feedback?
- Every vendor has a product support team, so that’s a useful place to start, both in terms of what’s generating the most support calls and in terms of first-hand feedback from customers
- Do you hold user forums on a regular basis, where you get many of your customers together to discuss their challenges, your future roadmap, new improvements / features
- Does your process “flow” data show where the sticking points are for operators
- Do you conduct gemba walks with your customers
- Do you have a program of ensuring all developers spend at least a few days a year interacting directly with customers on their site/s
- Do you observe areas of difficulty when delivering training
- Do you go out of your way to ask your customers / stakeholders questions that are framed around their pain-points, not just framed within the context of your existing OSS
- Do you conduct customer surveys? More importantly, do you conduct surveys through an independent third-party?
On the last dot-point, I’ve been surprised at some of the profound insights end-users have shared with me when I’ve been conducting these reviews as the independent interviewer. I’ve tended to find answers are more open / honest when being delivered to an independent third-party than if the supplier asks directly. If you’d like assistance running a third-party review, leave us a note on the contact page. We’d be delighted to assist.Read the Passionate About OSS Blog for more or Subscribe to the Passionate About OSS Blog by Email