Yesterday's blogged posited that the OSS sales process - of joining a customer and a vendor to form a sales contract - tends to have serious flaws. Whilst deals still get done (you can see enough of them by clicking on the "News" category here on PAOSS), I've yet to see a deal where both parties were ecstatic about the whole process, notwithstanding the excitement of…
Read More »A couple of facts about the OSS market that you've probably already noticed - It's highly fragmented and the selling cycle tends to average 12-18 months. This means that cost of sales and cost of acquisition are a source of frustration for each side of the equation. Over the years, I've been privileged to have regularly sat on either side of the OSS buying equation. I've worked…
Read More »Analytics is a term that has caught fire in IT relatively recently. In many ways, our OSS have been doing "analytics" for years, albeit not necessarily with the same tools at their disposal. If we simplify the term down to the use case of "being able to ask questions of a massive data store" then that's what OSS have been doing almost since their inception decades…
Read More »"So, I asked myself, why? Why aren't businesses taking the opportunity to digitize and improve at the same time? The answer I suspect is because many digitizing programmes sit on a hot-bed of over-engineering. Oftentimes this means adopting"strategic" business platforms which require companies to adapt their processes to fit them rather than the other way round. Sometimes, it can mean hiring expensive contractors that don't understand…
Read More »In recent times, I did some work at a tier-1 telco where an adjacent project was implementing a major changeover of an essential OSS / BSS platform. The old suite is acknowledged as having lots of legacy data, processes, etc. And when I say legacy, I mean stuff that hasn't been used for years, just clogging up the system rather than old but still useful. The…
Read More »As you've all noticed, "cost-out" is one of the biggest justification techniques used in the OSS industry. The theory is that if you can automate activities, then you can reduce head-count from the operations team, thus reducing costs. While I'm happy to help customers build business cases around this perspective, I have a slight divergence that I share with them and am sharing with you today.…
Read More »Samsung to buy Harman for $8 Billion in bold autos gambit. Samsung Electronics Co. is spending $8 billion to buy its way into a burgeoning market for automotive technology alongside Apple Inc. and Google as the smartphone business wanes. The South Korean company is making its largest-ever overseas acquisition with an offer for Harman International Industries Inc., angling to become the go-to supplier of everything from…
Read More »Thought you might find this link interesting For those interested in getting a complimentary copy of the "Gartner Network Performance Monitoring and Diagnostics" report from February 2016, you can find a sign-in page here.
Read More »Comptel Has Won New Customer for Digital Sales Channel FWD Comptel Corporation has won a new customer for its digital sales channel solution, FWD. Comptel’s first SaaS solution now makes it possible to purchase time-based data packages from major prepaid operator in APAC. The transaction value of the deal is based on the number of subscribers adopting the FWD solution. “Micro-pricing makes the access to information…
Read More »I've recently been doing quite a bit of work (and hypothesizing) on journey mapping for customers of telco services. I had been conceptualising the journeys starting from channels such as a retail outlet (eg O2A - order to activate), from an online store (eg U2C - usage to cash), from an IVR (eg T2R - trouble to resolve), etc. From there, they typically bounce around between…
Read More »You've all heard of the STEM acronym right - Science, Technology, Engineering, and Mathematics. They're all pretty important contributors to the OSS story. The question however is whether there's an "A" missing from STEM in the form of Art. Is it STEAM that should power OSS? Let me ask you a question - in your whole career in OSS, how many colleagues have you known to…
Read More »Design Thinking appears to be "the great differentiator" for many consulting firms at the moment (the only problem is if everyone is using it as a differentiator, then is it really a differentiator?). Having said that, the principles of Design Thinking do highlight a couple of important steps that I've found to be lacking in many OSS design / architecture deliveries. First, a Design Thinking recap…
Read More »Here's a slightly mind-blowing fact for you - A child born when iPhone was announced will be 10 years old in 2 months (a piece of trivia courtesy of Ben Evans). That's nearly 10 years of digitally native workers coming into the telco workforce and 10 years of not-so-digitally native workers exiting it. We marvelled that there was a generation that had joined the workforce that…
Read More »When I last looked, Passionate about OSS had been seen from over 180 countries. Many of those countries have probably witnessed the pop-up shop phenomenon. I suspect many have not (yet). For those who aren't familiar with the concept, it sees organisations taking up short-term residence to deliver customer experience, most often in retail environments (more info on pop-up stores here on wikipedia) As a test…
Read More »It Took Sheryl Sandberg exactly 2 sentences to give the best career advice you'll hear today. I want you to ponder the following question for a moment, because it's one of the most important questions you'll ever answer... The question was posed to Sheryl Sandberg: "What's the number one thing you look for in someone who can scale with a company?" Sandberg's reply: "Someone who takes…
Read More »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…
Read More »On face-value, you'd think that NASA's Mission Control (MC) would have quite a lot in common with the typical service provider's Network Operations Centre (NOC), apart from the fact that NASA probably IS largely run by rocket scientists. Both MC and NOCs exist to operate and coordinate a multitude of different, complex systems as well as providing event / crisis management mechanisms. However, there is one distinct difference and…
Read More »There's a myriad of important metrics used across the world of telco, ranging from technical to marketing, to financial to executive. As discussed yesterday, OSS / BSS has an influence on many of these key metrics. Not only that, but the volumes of data collected by most OSS / BSS give scope to slice and dice like a Japanese master-chef. You can look at the big…
Read More »I was doing some work on Key Performance Indicators (KPIs) within telco environments the other day and it made me realise that OSS can have a direct impact on every one of them. Here are a few responsibilities of OSS / BSS: TTM or MTTP - Time to Market or Mean Time to Product - If your marketing team has a new product or engineering has…
Read More »"When facing a reputation problem, most organizations simply rebrand. This is the safe route: stick with what you know but tell the public you are innovating, hoping they won’t notice you’re doing nothing of the sort. But Avaya CEO Kevin Kennedy saw the deeper problem behind Avaya’s NPS score and knew radical change was necessary... Even though the transformation Avaya underwent was risky, Kennedy saw an…
Read More »"Warren Buffett has said that ‘leaving the question of price aside, the best business to own is one that over an extended period can employ large amounts of incremental capital at very high rates of return’ and ‘a truly great business must have an enduring “moat” that protects excellent returns on invested capital’. We think we’ve found one. Hansen Technologies (ASX: HSN) is an off-the-radar small-cap…
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